Job Description:
We are seeking a dedicated and experienced Senior Customer Services Officer to join our team. The ideal candidate should have a strong commitment to customer satisfaction and will be responsible for leading our customer service initiatives, ensuring high-quality support to our clients.

Responsibilities:
- Supervise and mentor operators, reservationists, concierge staff, guest services agents, receptionist and customer services agents, providing guidance and support to enhance performance
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution
- Identify areas for process improvement and implement solutions to enhance customer experience
- Develop training materials and conduct training sessions for new staff on customer service protocols
- Monitor customer service metrics and prepare reports for management, highlighting trends and areas for improvement
- Work closely with other departments to ensure cohesive service delivery and address customer needs
- Gather and analyze customer feedback to strengthen service enhancements and product improvements
- Manage front desk operations, ensuring a welcoming atmosphere for all customers
- Assist customers with reservations, check-in and check-out processes, providing information about services and amenities
- Coordinate with Concierge on special requests and personalized services for customers, ensuring exceptional experiences
- Coordinate with Sales Team on room allotment allocation
- Maintain organized records of customer interactions and preferences for future reference
- Support event coordination and logistics for meetings and functions as needed
- Perform other tasks as required

Requirements:
- Minimum 3-5 years of experience in customer service, with at least 2 years in a supervisory role
- Bachelor’s degree in Business Administration, Communications, or a related field
- Strong interpersonal and communication skills
- Excellent problem-solving abilities and a customer-centric mindset
- Ability to work in a fast-paced environment and manage multiple priorities
- Knowledge of hospitality operations and industry trends is an advantage
- Good command of spoken and written Chinese and English
- Macau ID holder only

If you are a dedicated professional looking to make an impact in the hospitality industry, please email your resume with photo and salary expectations to: enquiry00853@gmail.com.