Job Detail
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Offerd Salary (USD) Login to view salary
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Career Level Manager
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Experience 3-5 Years
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Gender Male/Female
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Sector Ho Chi Minh City, Binh Duong, Dong Nai
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Industry Customer Service, Tourism/Hotel/Airline, Restaurant/ Resort
Job Description
Our client is a Hospitality company, now looking for a Customer Care Manager:
1. Customer Service
- Own customer service and handle major complaints per company targets and SOPs.
- Manage complaint resolutions and compensation within budget; escalate issues beyond limits to Director of Operations.
- Delegate simpler queries to Customer Care team.
- Support and ensure high completion of online feedback reports, working with Ship/ Cruise Managers.
- Monitor and respond to online reviews (e.g., TripAdvisor) timely and appropriately.
2. Strategy & Reporting
- Collaborate company-wide to set guest feedback and service targets.
- Develop and execute plans to improve guest experience and personalization efforts.
- Coordinate with Reservations to enhance pre-cruise guest data collection.
- Produce monthly reports on feedback, complaints, personalization progress, and team workload.
- Create and maintain SOPs for Customer Care processes.
3. Care Team Management
- Assign tasks, set targets, and monitor team performance.
- Motivate and guide team to meet company goals.
- Hold weekly meetings with direct reports.
- Set KPIs and conduct bi-annual reviews.
- Identify training needs and implement development programs.
- Keep accurate records of complaints and reports.
4. Administration & System
- Support Ship/Cruise Managers in maintaining accurate Customer Care records.
- Ensure well-organized documentation and shared folders.
- Assist with new system implementation to meet Customer Care needs.
Requirement
Qualifications & Experience:
- Degree in Tourism, Hospitality, or related field.
- Proven experience managing customer service teams, preferably in hospitality or tourism.
- Strong complaint resolution and leadership skills.
- Excellent English communication (written and spoken).
- Proficient in MS Office.
Skills & Attributes:
- Strong interpersonal and problem-solving skills.
- Professional, self-motivated, and detail-oriented.
- Ability to work independently and under pressure.
- Flexible to work overtime and travel as needed.
Keywords
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