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Assistant Manager, Service Quality


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You shall be part of Service Quality department and report to the Head of Service Quality.  You will lead the team to maintain the service quality & workplace operating standard. In your daily job, you will handle customers’ feedback and training with respective managers to improve on company standard of service.

 

Responsibilities:

Customer Service

1.    Build up an excellent service culture within our food courts, coffee shops & other business units’ environment.

2.    Plan, implement and monitor the service quality activities in accordance with guideline agreed with the head of department and stakeholders.

3.    Present monthly customer compliments and complaints in management meeting.

4.    Perform service audits, consult and advise the respective personnel on service standards and regulatory compliance issues and enquiries

5.    Manage feedback system & follow up on customers’ escalation / feedback

6.    Maintain feedback database to study trends

7.    Work with and coach respective outlet managers in handling customers’ feedback

8.    Assist in events to drive service excellence

9.    Undertake any other duties and projects when assigned by the head of department

 

Training

1.    Work closely with business units to formulate training programmes

2.    Conduct your monthly training through proper scheduling of training plan

3.    Deliver and conduct training programmes including Customer Service and companywide mandatory/ compliance policies

4.    Review and develop core learning framework, training curriculum, course material and assessment tools to increase overall efficiency, service standards and processes.

5.    Maintain updated records of training activities; from planning, delivery to assessment and evaluation

6.    Administer training records and claims

 

Candidate’s Requirements:

  • Minimum a Diploma in Hospitality / Customer Service/ any related field
  • At least 2 to 3 years in Food & Beverage environment / Customer Service Sector
  • WSQ Advanced Certificate in training and assessment [ACTA] qualified coupled with training experience will be of great advantage
  • Experience in handling service quality related issue
  • Good communication and writing skills
  • Proficient in MS Office application

 

Candidate’s Personality:

  • Task Oriented with a positive mind-set
  • A team player who is able to multi-task and work analytically and methodically
  • Well-groomed and disciplined
  • Able to handle stress and a fast learner
  • An absolute high sense of personal integrity, honesty and trust.
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