job description
Join Good Job Creations as a Customer Support Assistant Manager and take the lead in elevating our hospitality and tourism services to new heights. In this dynamic role, you will oversee customer support operations, streamline CRM processes, and drive initiatives to enhance guest satisfaction across our premium destinations in Bali.
As a key member of our team, you will collaborate with cross-functional departments to ensure seamless service delivery, resolve escalated customer inquiries, and implement best practices to exceed expectations. Your leadership will play a pivotal role in shaping a customer-centric culture while optimizing efficiency and service quality.
This is a unique opportunity for a passionate and results-driven professional to thrive in Bali’s vibrant hospitality industry, contributing to memorable guest experiences while advancing their career in a supportive and innovative environment.
Responsibility
- Lead and mentor a team of customer support representatives to deliver exceptional service in hospitality and tourism.
- Oversee daily operations of the customer support department, ensuring timely and professional resolution of guest inquiries and complaints.
- Optimize CRM systems and workflows to enhance efficiency, accuracy, and guest satisfaction.
- Develop and implement service standards, policies, and procedures aligned with company goals and industry best practices.
- Monitor and analyze customer feedback, identifying trends and areas for improvement to drive service excellence.
- Collaborate with marketing, sales, and operations teams to ensure a cohesive and seamless guest experience.
- Train and coach staff on customer service best practices, conflict resolution, and upselling techniques.
- Prepare regular reports on performance metrics, customer satisfaction scores, and operational KPIs for management review.
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 3-5 years of experience in customer support, with at least 2 years in a supervisory or managerial role within hospitality or tourism.
- Proven track record of improving customer satisfaction and operational efficiency.
- Strong leadership, communication, and interpersonal skills with the ability to inspire and motivate teams.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
- Excellent problem-solving abilities and a customer-centric mindset.
- Fluency in English; additional languages (e.g., Indonesian, Mandarin) are a plus.
- Ability to work flexible hours, including weekends and holidays, as needed in a hospitality environment.