Customer Service Centre Manager
3 weeks ago
Greenbean is seeking a highly skilled and experienced Customer Service Centre Manager to lead our customer service operation and ensure that every guest interaction is seamless and memorable.
About the Role:
The Customer Service Centre Manager will be responsible for managing a busy, fast-paced contact centre that handles a variety of inquiries – from individual to corporate reservations, and everything in between. Your focus will be on ensuring a seamless, personalised experience for every guest, supporting them from their first inquiry right up to their arrival.
You will also provide crucial reservation support to colleagues in our inns, ensuring smooth communication and efficiency.
Key Responsibilities:
- Lead the customer service operation and ensure that every guest interaction is seamless and memorable.
- Manage a busy, fast-paced contact centre that handles a variety of inquiries.
- Ensure a seamless, personalised experience for every guest, supporting them from their first inquiry right up to their arrival.
- Provide crucial reservation support to colleagues in our inns, ensuring smooth communication and efficiency.
- Monitor and evaluate call performance metrics, identifying areas for improvement.
- Implement technologies and continuously improve processes to enhance the guest journey.
- Coordinate with Inn teams and other departments to deliver a joined-up approach to delivering an exceptional guest experience.
- Manage scheduling and resource allocation in the contact centre.
- Monitor guest reviews and feedback on various platforms, addressing concerns swiftly and sharing positive stories across the business.
- Analyse guest experience data to identify trends and insights, shaping service improvements and influencing future offerings.
About You:
- Experience managing a contact centre in hospitality or a similar customer-focused industry.
- Leadership skills with the ability to motivate and guide a team to deliver exceptional service.
- A passion for enhancing the guest experience through process refinement and innovation.
- Excellent communication skills and the ability to develop strong relationships.
- Proficiency with contact centre systems, software, and other related technology.
- Ability to interpret performance metrics and drive continuous improvement.
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