Head of Customer Services Department

Công Ty Cổ Phần Dịch Vụ Nhân Sự Cao Cấp TopJob

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Hà Nội,

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Mô tả công việc

 

The customer service manager heads the team of customer service executives (service team) for the post membership sale support to all members with the goal to ensure that the club delivers what was promised at the time of membership sale and results in customer satisfaction.

 

The service team also looks after VIP and regular guests in accordance with pre-agreed receiving standards.

 

The service team receives and acts upon customer comments and helps to promote good ethics throughout the organization

 

The service team listens, repeats and acts to solve reasonable issues raised by customers where the promised service deliverables were not met.

 

The service team administers all of the data of all members and events so as to keep accurate up to date records of the status of all members and activities under the team’s scope of responsibility.

 

 

 

Strategic

In conjunction with the Division Director, hires and assesses all customer services personnel.

Develop and implement customer service policies and procedures

Plan, prioritize and delegate work tasks to ensure proper functioning of the department

Coordinates social events for the membership.

 Assists with marketing strategies and Public Relations information.

Develops and implements Club-in-Club System.

 Review customer complaints, track customer complaint resolution  Identify and implement strategies to improve quality of service, productivity

To  organize  and  entertain  our  loyal  supporters  through  luncheons,  cocktails, special programs  and dinners on a regular basis as approved

 

Information & Communication

1.1.   Serves as primary liaison in communication of information to the membership.

1.2.      Co-ordinate and manage customer service projects and initiatives.

1.3.      Coordinates distribution of the member newsletter.

 

Administrative

Utilizes various software programs to organize and administer the membership program in an efficient and automated manner.

Monitor accuracy of reporting and data base information

Ensure the necessary resources and tools are available for quality customer service delivery

Analyze relevant data to determine customer service outputs

Ensure budget requirements are met

Evaluate and performance manage staff

Create Filing Systems to ensure that the filing system is in line with the standard operations procedures

 

Sales Department Support:

Creates and coordinates production of collateral materials to support membership sales

 

Training

-          To conduct in-house training as well as outside training courses for staff in the Dept.

-          To provide on the jobs training where necessary.

-          Define and communicate customer service standards

Yêu cầu công việc

- Having at least 5 years in Customer service field, and at least 3 years working as a manager

-  Hold a degree in Sales & Marketing or other related fields

- Males/ Females belongs to 7X or 8X Generation

- Be Experienced, Smart and flexible

- Having a strong mind

- Know how to motivate and enspire inferiors to achieve the monthly target 

- Must possess a good English for communication ( superior is a british)

Lương và phúc lợi

Salary: Open for negotiation 

Other benefits are shared in the interview

Hạn nộp hồ sơ

31/07/2020

Số lượng cần tuyển

1 Người

Cấp bậc

None

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