Customer Service Director
2 days ago
We are seeking a highly skilled and experienced Customer Service Director to lead our Customer Service Team in ensuring efficient and quality day-to-day operations of our Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter, and Luggage Services.
Key Responsibilities- Team Leadership: Lead the Customer Service Team in ensuring efficient and quality day-to-day operations.
- Performance Monitoring: Monitor the grooming and performance of Customer Services team, contract casual staff, and service providers.
- Customer Enquiries: Handle customer enquiries and complaints.
- Event Coordination: Coordinate with internal parties/service partners to plan, implement, organize, and monitor all resources and logistics to support events.
- Ticketing Logistics: Lead and plan all event ticketing logistics, layout plan coordination, ticketing system management, compile sales reports, and address ticketing issues on event days.
- Service Order Management: Monitor service order data processing, validate accuracy, manage payment records, and deliver event-related service orders.
- Service Strategy: Plan and formulate service product strategies to meet needs and provide value-added services to venue users.
- Contract Management: Monitor service contracts and performance of service contractors.
- Reporting and Analysis: Prepare reports for online surveys, complaint management systems, and provide improvement ideas to enhance service levels.
- Process Management: Maintain up-to-date workflows, processes, procedures, and manuals related to Customer Services.
- Ad Hoc Tasks: Assist in VIP escorting when required and perform ad hoc tasks assigned by management.
- Education: Bachelor's degree in Public Relations, Hotel or Hospitality Management, or related disciplines.
- Experience: Minimum 10 years of relevant experience in customer services, with at least 3 years at a supervisory level.
- Leadership Skills: Good leadership skills with the ability to motivate staff and foster teamwork.
- Problem-Solving Skills: Strong logical thinking, analytical and organizing skills, customer-oriented, creative, innovative, cheerful, and good problem-solving skills.
- Communication Skills: Excellent communication and interpersonal skills with the ability to interact with all levels of stakeholders.
- Technical Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Chinese word processing.
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