Job Responsibilities
Lead the Customer Service Team in ensuring efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter, and Luggage Services. Monitor the grooming and performance of Customer Services team, contract casual staff, and service providers. Handle customer enquiries and complaints. Coordinate with internal parties/service partners to plan, implement, organize, and monitor all resources and logistics to support events. Lead and plan all event ticketing logistics, layout plan coordination, ticketing system management, compile sales reports, and address ticketing issues on event days. Monitor service order data processing, validate accuracy, manage payment records, and deliver event-related service orders. Plan and formulate service product strategies to meet needs and provide value-added services to venue users. Monitor service contracts and performance of service contractors. Prepare reports for online surveys, complaint management systems, and provide improvement ideas to enhance service levels. Maintain up-to-date workflows, processes, procedures, and manuals related to Customer Services. Assist in VIP escorting when required. Organize manpower required for day-to-day operations and event days, including formulating duty rosters. Stay updated on market developments and best practices in customer service, proposing new initiatives to management to elevate service standards. Perform ad hoc tasks assigned by management. Requirements
Bachelor’s degree in Public Relations, Hotel or Hospitality Management, or related disciplines. Minimum 10 years of relevant experience in customer services, with at least 3 years at a supervisory level. Good leadership skills with the ability to motivate staff and foster teamwork. Strong logical thinking, analytical and organizing skills, customer-oriented, creative, innovative, cheerful, and good problem-solving skills. Excellent communication and interpersonal skills with the ability to interact with all levels of stakeholders. Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Chinese word processing. Interested parties please send CV in WORD format with current/expected salary and notice period to CV@jc-search.com. All information will be treated in strict confidence and will be used for recruitment purposes only. Address: Unit 2302, 23/F, New World Tower 1 18 Queen’s Road Central Central Hong Kong
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