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Assistant Customer Service Manager
3 weeks ago
Job Description
We are seeking a dedicated and proactive Assistant Customer Service Manager to support the daily operations of our customer service team. The ideal candidate will assist in managing customer inquiries, addressing feedback, supporting complaint resolution and ensuring the delivery of high-quality customer service. This role is crucial in helping the Customer Service Manager achieve service excellence and maintain customer satisfaction within the travel industry.
Responsibilities
- Assist the Customer Service Manager in overseeing daily customer service operations to ensure smooth and effective processes.
- Support the team by providing customers with detailed information about our products and services, aiming to enhance their experience.
- Respond to customer inquiries via phone and email and collaborate in resolving issues promptly and professionally.
- Assist in handling and resolving customer complaints, supporting the team to achieve positive service recovery.
- Act as a point of contact and provide guidance to counter staff when the Customer Service Manager is unavailable.
- Assist in preparing monthly performance reports and customer feedback summaries, highlighting key insights for management.
- Contribute to monitoring customer satisfaction levels, proactively identifying potential issues and assisting in implementing improvements.
Requirements
- Minimum of a Diploma or GCE O Level qualification in any field.
- 2 to 3 years of relevant experience in customer service, preferably in the travel industry, with exposure to handling client feedback and resolving complaints.
- Proficiency in English and Mandarin (spoken and written) to effectively communicate with diverse associates and clients.
- Organised, dependable and able to work independently, with a strong sense of initiative.
- Strong communication and interpersonal skills, with a friendly and professional demeanour.
- Familiarity with MS Office (Word, Excel, PowerPoint) for report preparation and documentation.
Please include the following in your application:
- Reason for leaving your last employment
- Current and/or last drawn salary
- Expected monthly salary
- Availability
Tell employers what skills you have
Leadership
Microsoft Office
Microsoft Excel
Customer Service Operations
Interpersonal Skills
Service Recovery
MS Office
PowerPoint
Excel
Customer Satisfaction
Statistics
Customer Service
Service Excellence
Able To Work Independently
