SENIOR ASSOCIATE WE CARE

As a Senior We Care Associate in the Customer Experience and Service department, you will be responsible for overseeing the feedback and grievance handling process, ensuring the highest level of customer service. Your role will require strong leadership skills, problem-solving abilities, and a commitment to maintaining a positive guest experience. Your key responsibilities will include receiving and processing feedback and grievances from guests. You must have the ability to listen to complaints, investigate the issues, and provide resolutions. Conducting thorough investigations by gathering all relevant information, interviewing witnesses, reviewing documents, and assessing the situation will be crucial. After conducting investigations, you will analyze and assess the feedback or grievance to determine the validity of the issue and identify suitable resolutions. Providing support and guidance to guests filing grievances, explaining the resolution process, and maintaining accurate records of all feedback, grievances, investigations, and resolutions will be essential. Additionally, you may be tasked with developing and implementing policies and procedures related to feedback and grievance handling, working collaboratively with other departments to ensure appropriate handling of feedback and grievances, and ensuring compliance with relevant laws, regulations, and company policies. To qualify for this role, you should have a minimum of HSSC pass with a bachelor's degree preferred, along with 2-3 years of experience in a customer service role, preferably in a casino or hospitality environment. Strong communication skills, the ability to remain professional in high-pressure situations, attention to detail, and familiarity with customer service principles and regulations are also required. Previous experience in customer service or hospitality is preferred but not always mandatory, and the ability to work a flexible schedule, including weekends and holidays, is necessary.,