(Senior) Manager – Customer Service and Service Quality
Our client is a leading real estate developer for Hong Kong and mainland China marketing. The company has diverse investment on properties and is still on expansion in different potential market. The company is now looking for a Senior Manager to join their dynamic service delivery team. It would be a great opportunity to develop a career in a reputational corporate.
Industry: Property
Responsibilities
- Support the design and implementation of service standards across properties to create delightful customer experience for customers, including loyal and Very Important customers
- Maintain and monitor systems to listen to customer voices for service improvement.
- Develop customer experience management strategies and tactics to create “delighting factors” for customer experience and service touch points.
- Conduct service audit and assessment at local projects to identify opportunities for improvement; recommend improvement actions accordingly.
- Manage and monitor the service quality of different projects in both local and Mainland china markets
- Identify training needs of local service teams; design service training and coaching program to meet the needs of customers; evaluate the training effectiveness.
Requirements
- Bachelor Degree in Hospitality Management or related business disciplines
- Minimum 10 years of experience with 5 years of experience in service-oriented industry on the Mainland, preferably in hospitality, real estate or service focused industry
- Experience in customer service training and customer service measurement, such as customer survey and mystery shopper assessment
- Talented, energetic, self-motivated team players
- Excellent command of both written and spoken English and Chinese (including Putonghua)
- Frequent travel to Mainland China is required.
Our client offers a comprehensive package with fringe benefits. If you are interested, please send your resume together with your current salary, expected salary, and date of availability to our email or via “Apply Now”.
Only short-listed candidates will be notified. Personal data collected will be used for recruitment purpose only.