Pullman Hotels

Responsibilities and Duties:

● Enhancing the customer service experience to foster customer engagement and dmance;

● Developing service procedures, policies, and standards to uphold quality;

● Maintaining accurate records and documenting customer service activities and discussions;

● Analyzing statistics and preparing accurate reports for performance evaluation;

● Training and managing Customer Service Assistants and Representatives, fostering their professional development;

● Setting customer satisfaction targets and collaborating with the team to consistently achieve them;

● Interacting with customers daily, addressing inquiries and guiding them towards relevant services;

● Designing customer loyalty programs to enhance revenue and improve client retention;

● Establishing customer service policies and procedures to streamline operations;

● Staying up-to-date with advancements in the customer service field to implement relevant improvements and strategies.

Qualifications and Skills:

● Education: Bachelor’s Degree in business administration, communication, or a related field;

● Have 3+ YOE as a Customer Service Manager, Priority for the call center industry;

● English: Fluent;

● Excellent knowledge of management methods and techniques;

● Working knowledge of customer service software, databases and tools;

● Awareness of industry’s latest technology trends and applications;

● Ability to think strategically and to lead;

● Strong client-facing and communication skills;

● Advanced troubleshooting and multi-tasking skills.

Benefits:

● Competitive salary in line with experience and capability;

● Package Salary: 13 months of salary;

● Performance reviews twice a year;

● Premium health care Package for all employee;

● Social, health & unemployment insurance ;

● Annual leave days: 12 days/year;

● Work from home: 3 days/ month;

● Company trip, team building;

● Advantage benefit: Receive 10 hours/month of in-house cleaning services through Btaskee,

help you to prioritize relaxation and self-care.

WORKING SCHEDULE: Monday to Friday - 09:00 AM to 06:00 PM

WORKING LOCATION: HQ Tower - 9 Tran Nao, An Khanh Ward, Thu Duc City, HCMC.