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Manager, Customer Services

Responsibilities:
  • Lead and manage a team of Customer Services professionals to ensure day-to-day operations of the Customer Services/Concierge Counters, Helpdesk Reception, complaints, feedback and enquiries are delivered in an efficient and quality manners
  • Lead, plan and support events related services including but not limited to box Office & Ticketing and Baggage Storage Services are provided, and off airport check in, etc.
  • Responsible for the execution and reporting of customer survey
  • Coordinate with internal parties/service partners and plan, implement, organize, and monitor all resources and logistic deployment required to support the events
  • Supervise all event ticketing matters including but not limited to ticketing logistic, seating plan coordination, seat relocation, ticketing system, sales report preparation, etc.
  • Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc.) through case handling and suggest solutions/new initiatives to improve customer experience
  • Set up KPI and measurements to identify ultimate goals for various functions in customer services team
  • Proactively review and enhance service processes and coordinate ad hoc projects related to customer and ticketing services
  • Ensure a good grooming and service standards of in-house customer services staff and outsourced service providers to be achieved
  • Deploy resources for cross team support, if any
  • Perform any ad hoc assignments as required

Requirements:
  • Bachelor’s degree in Public Relation, Hotel or Hospitality Management or related disciplines
  • Minimum 8 - 10 years of relevant experience in customer services with at least 5 years at supervisory level. Having ticketing experience is an advantage.
  • Good leadership skills with the ability to motivate staff and teamwork
  • Positive attitude, good logical thinking, good analytical and organizing skills, customer-oriented, creative, innovative, cheerful, and good problem-solving skills
  • Excellent communication and interpersonal skills and ability to interact with all levels of stakeholders
  • Able to work under pressure to meet tight timelines and multitask
  • 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.
Update as of 02/09/2022