Customer Services Manager

Full Job Description

• To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services
• Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers
• Monitor and handle customer enquiries and complaints
• Coordinate with internal parties/service partners and plan, implement, organize, and monitor all resources and logistic deployment to support the event
• Lead and plan on all event ticketing planning including but not limited to ticketing logistic, layout plan coordination, ticketing system, compile sales report and ticketing issues on event days
• Lead and monitor the team on service order data procession, validate the accuracy, payment record, handle and deliver event related service orders
• To plan and formulate service products strategy to meet needs and provide value added service to the venue uses
• Monitor service contracts and performance of the service contractors
• Monitor and prepare reports for on-line survey, complaint management system and provide improvement ideas to enhance service level
• Compose and maintain all workflows/processes/procedures/manuals related to Customer Services are up to date
• To assist in VIP escorting, when required
• To plan and organize all manpower required to support day-to-day operation and event days including formulating duty rosters
• Keep abreast of market development and best practices in customer service and propose new initiatives to management to elevate customer service standards
• Perform ad hoc tasks assigned by the management

Requirements

• Bachelor’s degree in Public Relation, Hotel or Hospitality Management or related disciplines
• Minimum 10 years of relevant experience in customer services with at least 3 years at supervisory level
• Good leadership skills with the ability to motivate staff and teamwork
• 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 level of stakeholders
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Chinese word processing

Interested parties please send CV in WORD format with current/expected salary and notice period to  . 
All information will be treated in strict confidence and will be used for recruitment purpose only. 

Address: Unit 2302, 23/F, New World Tower 1
18 Queen’s Road Central
Central
Hong Kong