Customer Service Manager
Roadster Diner
مجموع سنوات الخبرة :19 years, 4 أشهر
Roadster Diner & Deek Duke, Lebanon
•Direct the daily operations of the customer service team by planning, prioritizing and delegating work tasks to ensure proper functioning of the department.
•Review customer complaints and track the solutions through root cause analysis.
•Handle complex and escalated customer service issues.
•Manage the Mystery Shopper Program (supervising the analysis, dispatching of the mystery shopper reports, and reviewing the questionnaire).
•Prepare and evaluate the monthly reports.
• Oversee and ensure proper implementation of the loyalty program and all related features through regular follow up and coordination with related parties.
•Monitor, coach, and evaluate staff performance, in addition to identifying and addressing the team’s professional and personal development needs.
•Develop, implement, and control customer service policies and procedures that complement both the operation and customer’s satisfaction.
•Liaise with COO in order to set customer service levels and standards.
•Meet customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
•Accomplish customer service human resource objectives by recruiting, training, and retaining employees in alignment with company’s policies and procedures.
Check safety of the aircraft and ensure first aid & other emergency equipment are available.
•Help passengers find seats, provide assistance to passengers with special needs and demonstrate necessary emergency safety techniques.
•Serve food and beverages.
•Reassure the passengers in case of emergency and administer first aid if needed.
•Handle complaints and ensure passengers experience a comfortable flight.
Provide administrative and clerical services.
•Build & issue policies and follow up with head office and agents.
•Open, distribute the mail and maintain the agency files.
•Set and update conventions for agents, prepare agency and agents reports.
•Handle claims and customer service, clear policies & close daily cash reports.
Analyse risk in insurance proposals, determine policy terms and calculate premiums
courses: English Courses - Proficiency level, American Lebanese Language Center