Assistant Customer Services Manager

• Assist the manager to lead the Customer Services Team in ensuring efficient and quality day-to-day operations of the Customer Services/ Helpdesk, Ticketing, Office Reception, & Concierge Desk for Luggage Services
• Supervise the grooming and performance of Customer Services Team and contract casual staff. Monitor service contracts and performance of the service contractors
• Handle customer enquiries and complaints.
• Monitor  the cases in the complaint management system and ensure all complaints are handled and closed within the pre-determined deadlines.
• Develop and conduct surveys, analyze and follow up the survey results for the venue. Communicate with internal departments on the problematic areas and liaise with them for solutions to enhance the service level.
• Coordinate with internal parties/service partners. Plan, implement, organize and monitor all manpower, resources and logistics deployment to support day-to-day operations and events
• Formulate service products strategy to provide value-added services to venue users
• Develop and conduct training for frontline staff. Create and maintain all workflows and manual related to Customer Services are up to date
• Assist in VIP escorting, when required
• Keep abreast of market development and best practices of customer services and propose new initiatives to management to elevate existing standards
• Perform any ad hoc assignments as required

 

• Bachelor’s degree in Business Administration, Hotel and Hospitality Management or relevant disciplines
• Minimum 5 year of relevant experience in Customer Services; prior experience in Public Relations, Hotel or Hospitality Management disciplines is an advantage
• Good logical thinking, analytical and organizational skills along with excellent communication skills; highly customer-oriented
• Good leadership skills with the ability to motivate all levels of stakeholders and work under pressure to meet tight timelines and multi-task
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese word processing
• Good command of written and spoken English and Chinese, and Mandarin is a plus
• Shift duty and irregular duty hours are required during event days

 

Interested parties please send your full resume stating present & expected salary to HR Department by email to hr@asiaworld-expo.com.

 

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AsiaWorld-Expo Management Limited is an equal opportunities employer.