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Assistant Customer Services Manager

Responsibilities:
 
  • 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 causal staff. Monitor service contracts and performance of the service contractors
  • Handle customer enquiries and complaints. Monitor online survey and complaint management system, and prepare reports as well as provide solutions to enhance 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
 
Requirements:
 
  • 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
 

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.