Title: Executive I, Attractions Customer Service, EX2A01

Job Requisition ID: 1637

Job Responsibilities

Job Responsibilities:

Responsible of attending to Guest enquiries and feedback received via email, online platforms and on site
Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service via written and verbal manner
Conduct tele conversation with Guests where applicable
Ensures timely and appropriate responses and provide appropriate compensation where applicable, through proper documentation processes
Motivate and drive the correspondence team to exceed expectations
Provide coaching, counselling and guidance to team members in daily operations, ensuring compliance to departmental standards
Perform various administrative duties and daily paperwork
Ensure reports required are generated dutifully
Ensure the efficient and effective management of the Lost & Found matters
Work closely with cross departmental to achieve resolution for Guest feedback
Work closely with the Area Manger and management team on monitoring and evaluating workflow processes and identify areas for improvement
Assist management team in other duties assigned from time to time

Job Requirements:

Diploma/Degree in Tourism or any other relevant discipline
Service oriented with strong leadership skills, able to communicate effectively in English and a second language (preferably Mandarin - we require mandarin-speaking candidates who are required to correspond with mandarin-speaking guests through emails and phone calls)
At least 3 years of relevant experience
Complete fluency in English and excellent writing skills
Familiar with Microsoft Office applications (e.g. Word, Excel, Powerpoint)