
Customer Services Manager
6 days ago
**Responsibilities**:
- Conduct effective resource planning to maximize the productivity of resources (people,technology etc.)
- Handling and managing reservations process through various
- communication platforms.
- Confirm and process reservation requests.
- Managing transport booking platforms
- Handle enquiries and ensure all reservation related information are accurately entered into the system.
- Collect and analyse call-centre statistics (sales rates, costs, customer service metrics and etc.)
- Assume responsibility of budgeting and tracking expenses
- Involve in hiring, coach and provide training to personnel to maintain high customer service standards
- Handle guest complaints by following the procedures and ensuring guest satisfaction.
- Generate weekly, monthly reports
- Perform any other duties as assigned by the General Manager.
**Requirements**:
- Proven experience as call centre manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call centre equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
EA Licence No 18C9228 Registration No. R1108261 (Tan Li Tze)
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