Manager/Senior Manager Customer Services
(Hotel/Aviation/Hospital)
Duties & Responsibilities:
Leadership and Strategy:
Lead, motivate, coach, and mentor team members to achieve their full potential.
fostering customer-centric culture by establishing and maintaining customer satisfaction and service excellence.
Monitor and analyze customer service performance that identify areas for to enhance customer experience.
Stay up-to-date on industry trends, best practices and technologies
Team Management:
Manage employee performance: Conduct regular performance evaluations, provide feedback, and address any issues or concerns.
Set performance goals and targets for the team: Ensure that team members are working towards achieving specific objectives.
Promote a collaborative and supportive team environment: Foster teamwork and encourage communication among team members.
Resolve employee issues and conflicts: Address any concerns or issues that may arise within the team.
Customer Service Operations:
Oversee the day-to-day operations of the customer service department:
Ensure that all customer inquiries and requests are handled efficiently and effectively.
Address any complex or sensitive customer issues in a timely and professional manner.
Use CRM systems to track customer interactions, manage data, and improve customer service, feedback and satisfaction levels to enhance customer experience.
Measure, analyze and report customer feedback to identify improvement opportunities
Job Qualifications:
Degree in Marketing, business administration or related field.
Ability to coach, train, and motivate employees and evaluate their performance.
Exceptional communication, leadership, and organizational skills
Fluency in all 3 Languages (English, Sinhala, and Tamil) will be an added advantage
- 05+ years Customer Service leadership roles in Aviation /Hotel/Restaurant/Hospitality
Email your CV with details of two non-referees to hr4@konnecting.biz
Application will be treated confidentially
& the shortlisted applicants will be contacted.
