Customer Service -Assistant Manager

Urgent Opening for Assistant Manager- Customer Service Position.

Designation: Assistant Manager- Guest Service

Role: Customer Service and Team Handling

• Location- Govandi (E),Mumbai- Corporate Head Office.

Essential Responsibilities-

* Guide team members in the correct direction to ensure that all inquiries are rightfully attended to on time and in the best way possible to achieve guest satisfaction.  

* Facilitate better ways of operations to make guest service as a best experience for both team members and Guests.  

* Make provision for a change of technique in operations when the existing one isn’t giving optimum results.  

* Give detailed statistical feedback on performance of team and self for evaluation and reward purposes.  

* Calculate, read and analyze performance of team members to identify their strengths and weaknesses and implement an action plan to strengthen loose ends. Also, take disciplinary measures against any team members who are non-compliant.  

* Assist team members who are experiencing difficulties in the day-to-day operations by counselling, motivating, and giving them personal coaching. 

* Ensure that all equipment and appliances needed by the team members are available and in good condition to enable smooth flow of operations and guest satisfactions.  

* Attending customer Escalations that are proving difficult to team members and resolve their complaints. Displaying the best call quality and standing as a role model for the team.  

* Delegate different customer service duties to team members to ensure a faster and smoother flow of operation thus also preparing them for the next level.  

* Serve as the middleman between the management and the Guest service team members to ensure proper, timely & accurate communication.  

* Addressing & resolving any grievances, without being biased in the due course of work.  

* Fair knowledge of usage of CRM to ensure optimum utilization for process improvement.  

* Required to take calls too on an everyday basis. Minimum 4 hours a day based on call flow. 

Also Need to Monitor calls.

Share your Updated CV at recruiter2.unicornhr@gmail.com

Thanks & Regards,

Sakshi Patel.