Trưởng Phòng Chăm Sóc Khách Hàng

- Administration:
* Preparation of internal administration documents on a timely basis, correspondence, record keeping, direct purchasing and the establishment and maintenance of par levels as appropriate
* Conducting daily briefings and preparing daily sales reports, customer issues and any other gallery issues
* Prepares reports for the following days activities and send daily to the Customer Service Management senior management including estimated customers expected, VIP visits.
- Human Resources Management:
* Drawing upon the assistance of the Human Resources Department, and in the environment of multi-skilling and creative rostering, the Operation Manager will be held accountable for the effective management, in accordance with company policies and philosophies, of staff at each level.
* Responsibility for effective recruitment, training and development, certification, performance evaluation, turnover reduction and optimization of productivity through efficient work practices and staff rostering.
* Support and reward staff innovation
* Maintain open communication with peers, superiors, and subordinates at all times.
- Financial Management:
* The Operation Manager is responsible for setting and managing daily operation with an approved budget, focused on cost control.
* Propose to direct manager budget for special event happened in the Sales Gallery
- Service Delivery:
* Observe and manage food and beverage quality
* Manages both internal staff, contractors and agents to ensure a high level of service.
* Coordination of all aspects of the departments in company to ensure that the services of the Sales Gallery are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with Masterise Homes’ standards and procedures.
* Plan and carry out special events happen in the Sales Gallery in cooperation with Marketing, Sales…
* Ensure all facilities as well as decoration in the Sales Gallery always in good condition
* Ensure all Customer Service team members have a high level of project product knowledge
* Analyze and respond to guest feedback, guest satisfaction and employee satisfaction information; and give a positive commitment to continuous improvement of product and performance.
* Develop and implement strategies to minimize absenteeism and to manage occupational health & safety issues.
* Responsible for the day to day management of staff working in the Sales Gallery.
* Align management style, working practices and conduct with Masterise Homes Vision, Corporate Values and Customer Service Promises.
* Be well versed and knowledgeable of Fire and Evacuation procedures as well as health and safety requirements in the Workplace. Ensure employees are aware of their duty of care as determined by legislation and that they maintain complete familiarity.
* Uphold the Customer Services culture by demonstrating the Excellent Service Standards at all times to guests and fellow associates.
* Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation
* Undertake other duties as required by company.