Nova Hotels & Resorts World

Mô tả Công việc

We are seeking a proactive and detail-oriented Customer Service Manager to join our team. The ideal candidate will be responsible for overseeing all aspects of customer service operations, including managing a team of customer service staff, developing standard operating procedures (SOPs), addressing customer inquiries and complaints, and ensuring a seamless customer experience.

Duties & Responsibilities:

• Develop and implement standard operating procedures (SOPs) for customer service operations, including handling various types of customer inquiries and complaints related to orders, delivery, and food quality.

• Manage a team of customer service representatives, including hiring, training, coaching, and performance evaluation.

• Address customer inquiries and complaints promptly and professionally via phone, email, and live chat, ensuring timely resolution and customer satisfaction.

• Act as a point of escalation for complex customer issues and provide guidance and support to the customer service team as needed.

• Coordinate with partner restaurants to resolve issues related to out-of-stock items, long waiting times, incorrect orders, and damaged or missing items.

• Liaise with third-party delivery drivers to address issues such as missed pickups, delivery delays, damaged deliveries, and driver conduct.

• Develop and maintain a comprehensive FAQ section on the company website to address common customer inquiries and streamline the customer support process.

• Generate regular reports on customer service performance metrics, including response times, resolution rates, customer satisfaction scores, and trends in customer feedback.

• Collaborate with cross-functional teams, including operations, marketing, and product development, to continuously improve the customer experience and identify opportunities for process optimization.

• Assist with other tasks and responsibilities as needed, including handling merchant inquiries, creating content, and supporting various initiatives to drive business growth.