Job Description

Job Description: Roles & Responsibilities: Requirements: Proven experience as a Guest Relations or Customer Relationship Manager (CRM) . 5+ years of experience in providing customer service support . In-depth knowledge of management methods and techniques . Proficiency in English (both written and spoken). Familiarity with customer service software, databases, and tools . Awareness of the latest industry technology trends . Ability to think strategically and lead customer service teams. Strong client-facing and communication skills. Advanced troubleshooting and multitasking abilities. Responsibilities: Review customer feedback across the center and create actionable insights. Provide help and advice to customers and staff. Develop resolution plans for customer issues. Communicate courteously with customers through various channels (calls, email, letters, face-to-face). Investigate and resolve customer problems and complaints. Analyze customer satisfaction data to identify trends, statistics , and issues. Identify positive and negative customer satisfaction patterns . Handle complaints and major incidents, ensuring prompt resolution. Issue refunds or compensation to customers, maintaining accurate data records. Maintain clear and accurate records of customer discussions and correspondence. Analyze data to determine the level of customer service satisfaction . Produce written communication for customers, addressing concerns and providing solutions. Develop and streamline feedback and complaints procedures . Improve customer service policies, procedures, and standards across the organization. Collaborate cross-functionally to improve customer service strategies and operations. Provide data for training staff to ensure high standards of customer service. Lead or supervise a customer service team, ensuring smooth operations. Keep up to date with the products or services of the organization. Focus on customer retention and reacquisition strategies. Manage escalation processes, follow-ups, and resolution of customer issues. Qualifications & Education Requirements: Education: BE / MBA (preferable) Experience: 5+ years of experience as a CRM . Preferred Skills: Experience working as a Customer Relationship Manager (CRM) . Proficiency in MS Excel for data management and reporting.