角色和責(zé)任
客人服務(wù)
●通過(guò)電話和電子郵件及時(shí)為客人提供準(zhǔn)確和卓越的服務(wù)。
保持對(duì)超級(jí)樂(lè)園產(chǎn)品和服務(wù)的最新知識(shí)，以確保隨時(shí)為客人提供最合適和準(zhǔn)確的信息。
建立良好的客戶關(guān)系，優(yōu)化超級(jí)樂(lè)園的銷售和增長(zhǎng)。
●作為客人的第一個(gè)聯(lián)系人，提供友好和樂(lè)于助人的服務(wù)，符合超級(jí)公園的價(jià)值觀，讓客人感到支持，認(rèn)可和放心。
●作為領(lǐng)導(dǎo)者，負(fù)責(zé)與客人的互動(dòng)，并確保必要的跟進(jìn)，以確保解決方案的實(shí)現(xiàn)。
向客人推薦酒店內(nèi)不同類型的體驗(yàn)（如派對(duì)、公司活動(dòng)、項(xiàng)目等）。
●通過(guò)安排客人實(shí)地參觀和參觀公園，向客人介紹公園設(shè)施。
預(yù)訂協(xié)調(diào)
安排派對(duì)、團(tuán)體或活動(dòng)的預(yù)訂，確保在規(guī)定的時(shí)間內(nèi)進(jìn)行確認(rèn)和付款。
與財(cái)務(wù)部門密切合作，處理付款和退款，確保準(zhǔn)確的發(fā)票和跟蹤。
確保預(yù)訂系統(tǒng)和其他跟蹤活動(dòng)的方法及時(shí)準(zhǔn)確地記錄和更新。
危機(jī)與投訴管理
●與公園運(yùn)營(yíng)部合作，對(duì)投訴案件進(jìn)行調(diào)查，并努力以友好和冷靜的方式找到快速有效的解決方案，無(wú)論投訴是來(lái)自電話，電子郵件，現(xiàn)場(chǎng)還是社交媒體。
●管理和識(shí)別主要投訴性質(zhì)，與園區(qū)運(yùn)營(yíng)部門合作，為持續(xù)改善提供補(bǔ)救解決方案。
●向管理層報(bào)告問(wèn)題和潛在危機(jī)，以改進(jìn)服務(wù)。
策略及關(guān)系管理
●積極參與團(tuán)隊(duì)討論、會(huì)議和其他團(tuán)隊(duì)論壇，向客人傳授知識(shí)并及時(shí)了解新產(chǎn)品/服務(wù)。
主動(dòng)發(fā)現(xiàn)新的商業(yè)機(jī)會(huì)，維護(hù)與現(xiàn)有客人的關(guān)系，以確保保持優(yōu)質(zhì)的客戶服務(wù)水平。
根據(jù)關(guān)鍵指標(biāo)（準(zhǔn)確性、呼叫等待時(shí)間、銷售率、客戶服務(wù)調(diào)查等）評(píng)估呼叫中心的績(jī)效，并提升客戶服務(wù)水平
如有必要，支持所有現(xiàn)場(chǎng)促銷活動(dòng)。
銷售
●負(fù)責(zé)所有派對(duì)事務(wù)-開(kāi)發(fā)商業(yè)機(jī)會(huì)，推動(dòng)銷售，使派對(duì)收入最大化。
完成既定的銷售目標(biāo)，追求利潤(rùn)增長(zhǎng)機(jī)會(huì)。
技能和經(jīng)驗(yàn)要求
成功的候選人需要至少4年的客戶服務(wù)經(jīng)驗(yàn)，具有類似職位的證明記錄，優(yōu)秀的英語(yǔ)口語(yǔ)，書(shū)面，拼寫，語(yǔ)法技能和對(duì)細(xì)節(jié)的強(qiáng)烈關(guān)注。
你將是積極和直言不諱，以及自律和自我激勵(lì)。你自然會(huì)對(duì)提供出色的客戶服務(wù)充滿熱情。通常作為客人的第一個(gè)接觸點(diǎn)，你卓越的影響力和關(guān)系管理技能將是至關(guān)重要的，以確保我們的客人感到特別，并離開(kāi)每一次互動(dòng)的“哇”的感覺(jué)。
有客戶服務(wù)主管或類似職位的工作經(jīng)驗(yàn)
有客戶服務(wù)經(jīng)驗(yàn)
出色的溝通和人際交往能力
了解績(jī)效評(píng)估和客戶服務(wù)指標(biāo)
對(duì)報(bào)告和預(yù)算程序有深刻的理解
具備基本財(cái)務(wù)分析經(jīng)驗(yàn)（成本效益、成本效益等）
熟練使用Office辦公軟件。有使用呼叫中心設(shè)備/軟件經(jīng)驗(yàn)者優(yōu)先。
優(yōu)秀的組織和領(lǐng)導(dǎo)能力以及解決問(wèn)題的能力
●積極、耐心
有青年、體育或其他相關(guān)生活方式品牌經(jīng)驗(yàn)者優(yōu)先，有客戶服務(wù)專業(yè)大專學(xué)歷者優(yōu)先。
最重要的是，客戶服務(wù)主管需要生活和呼吸品牌文化和價(jià)值觀。你需要成為一個(gè)直言不諱的人，一個(gè)解決問(wèn)題的人。你需要做好準(zhǔn)備，挽起袖子，加入到團(tuán)隊(duì)中，讓事情發(fā)生。你還需要成為一個(gè)自信的領(lǐng)導(dǎo)者，而不是自我。
如果你想為那些讓你感到有動(dòng)力、有發(fā)展和被欣賞的人工作，那么我們很樂(lè)意聽(tīng)到你的聲音。
Roles and Responsibility
Guest Service
●Provide accurate and exceptional levels of guest service through all phone and email interactions in a timely manner.
●Maintain a current and strong knowledge of SuperPark product and service offers to ensure guests are provided with the most appropriate and accurate information at all times.
●Build strong guest relations and optimise the sales and growth of SuperPark.
●As the first point of contact for our guests, provide friendly and helpful guest service in line with the SuperPark values that leave guests feeling supported, acknowledged and reassured.
●As a leader to take ownership of interactions with guests and ensure that the required follow-up occurs to ensure a resolution is achieved.
●Make recommendations to guests of the different types of experiences within our venue (e.g. parties, corporate events, programs etc.).
●Introduce the park facilities to the guests by arranging site visit and touring them around the park.
Bookings coordination
●Arrange bookings for parties, groups or events, ensuring confirmation and payments are actioned within the required timeframes.
●Work closely with Financial Department to process payments and refunds, ensure accurate invoicing and follow-up.
●Ensure booking system and other methods of tracking activity are recorded and updated in a timely and accurate manner.
Crisis and complaint management
●Work with Park Operation Department to carry out investigation on complaint cases and strive to find a speedy and effective solution to guests’ concerns in a friendly and calm manner, whether the complaints come from call, email, in-venue or social media.
●Manage and identify major complaint natures, work with Park Operation to provide advice for remedial solution for continuous improvement.
●Report problems, potential crisis and compliant to management for service improvement.
Strategy and relations management
●Actively participate in team discussions, meetings and other team forums to impart knowledge and keep abreast of new products/services to be communicated to guests.
●Proactively identify new business opportunities and maintain relationships with existing guests to ensure excellent levels of guest service are maintained.
●Evaluate call center performance with key metrics (accuracy, call-waiting time, sales rates, guest service survey etc.) and upgrade the guest service level
●Support all in-venue promotions if necessary.
Sales
●Take ownership on all Party matter - Develop business opportunities and drive sales to maximize Party revenue.
●Achieve set sales targets and pursue profitable growth opportunities.
Skills & Experience Required
The successful candidate will have a minimum of 4 years customer service experience with proven record of similar position and exemplary English speaking, written, spelling, grammar skills and a strong attention to detail.
You will be positive and outspoken, as well as disciplined and self-motivated. You will be naturally passionate about providing outstanding customer service. Often the first point of contact for our guests, your exceptional influencing and relationship management skills will be vital to ensure that our guests feel special and leave every interaction with that ‘wow’ feeling.
●Proven experience as customer service supervisor or similar position
●Experience in customer service is required
●Outstanding communication and interpersonal skills
●Knowledge of performance evaluation and customer service metrics
●Solid understanding of reporting and budgeting procedures
●Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
●Proficient in MS Office. Experience in using call center equipment/software programs is a plus.
●Excellent organizational and leadership skills with a problem-solving ability
●Positive and patient
Experience with youth, sports or other relevant lifestyle brands is preferred and tertiary qualifications in Customer Service are preferred but not essential.
Most importantly, the Customer Service Supervisor needs to live and breathe the brand culture and values. You need to be a straight-talker and a problem-solver. You need to be ready to roll their sleeves up and get in alongside the team to make stuff happen. You also need to be a leader with confidence born from self-belief, not ego.
If you want to work for people who make you feel motivated, developed and appreciated, then we’d love to hear from you.
