Customer Service Manager
Gravity indoor skydiving
Total years of experience :13 years, 3 Months
• Managed a team of 5 customer service representatives.
• Responsible in ensuring that all staff members under my supervision are knowledgeable about their jobs and can independently handle any task at hand when given.
• Preparing weekly work schedules.
• Resolving customer complaints in person or via phone, email, mail, or social media.
• Reaching out to customers and verifying information as well as confirming bookings.
• Ensuring a pleasant experience for customers from the minute they enter the building until their exit.
• Explaining packages as well as flight experience to customers in detail.
• Selling and upselling of Gravity merchandise.
• Handling all cash and card payments from customers.
• Compiling reports on overall customer satisfaction statistics monthly and distributing to upper management.
• Overlooking large group bookings which included private, corporate and military bookings.
• Handling social media post daily, and
• Ensuring cash and card reports are correct end of shift as Duty Manager
• Supported the organization of the 3rd FAI World Cup of Indoor Skydiving, 2018.
• Managed athlete and delegate registration at events and competitions.
Responsible for ensuring that all staff members under my supervision are successful and as independent as possible, ensuring maximum guest satisfaction consistent with the club’s standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses.
• Recognizing all yearly members/repeat and important guests and builds rapport in order to develop personal guest contact, obtain preferences and pro-actively anticipate guest needs and requirements.
• Maintaining open line communication and ensure guest complaints and feedbacks are handled effectively and efficiently by supervising team members, delegating responsibilities, and liaising with other related departments.
• Conducting regular quality checks around the club to ensure standards and consistency are always maintained to the highest level.
• Evaluate staffing requirements and prepare work schedules weekly.
• Handle guest complaints
• Ensure employees’ knowledge of the club’s services, features and amenities
Responsible for cash handling, collection of revenue, and credit policies & procedures
• Filling membership registration cards & follow ups on the guest payments.
• Answering and distributing all Telephonic/Fax or Emails of members and other guests.
• Dealing with queries from the public and customers in person, via telephone and screens, and directing calls to provide information to callers.
• Greeting guests entering the organization and directing them to the correct destination.
• Ensure knowledge of staff movements in and out of organization.
• General administrative and clerical support which involved preparing letters and documents, and receiving and sorting out mail and deliveries.
• Report problems to the Supervisor with suggestions for resolution.
• Operate the department in the absence of the Supervisor.
• Participate in special initiatives.
Interior design