Customer Support Manager

Job Description:

We are looking for a part-time Customer Support Manager to join our team at Hilton in George Town, Penang, MY. As a Mid-to-Senior Level professional with at least 8 years of experience in customer support roles, you will be responsible for managing a team of customer support representatives and ensuring that our guests have a seamless and memorable experience at our hotel.

Responsibilities: 1. Manage and lead a team of customer support representatives to ensure excellent customer service and guest satisfaction. 2. Develop and implement customer support strategies to improve overall guest experience. 3. Handle escalated customer complaints and provide timely and effective resolutions. 4. Monitor and analyze customer feedback to identify areas for improvement in service delivery. 5. Coordinate with other departments to address customer issues and improve overall guest satisfaction. 6. Develop and implement training programs for customer support representatives to enhance their skills and knowledge. 7. Track key performance indicators (KPIs) to evaluate the effectiveness of customer support operations. 8. Maintain a positive work environment that fosters teamwork, collaboration, and professional growth.

Requirements: 1. Bachelor's degree in Hospitality Management or related field preferred. 2. Proven experience in a customer support or management role, preferably in the hospitality industry. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication skills, both written and verbal. 5. Strong problem-solving abilities and a customer-focused mindset. 6. Ability to multitask, prioritize tasks, and meet deadlines. 7. Proficiency in MS Office and customer support software. 8. Driven and motivated individual with a passion for delivering exceptional customer service.

Benefits: 1. Paid Time Off (PTO) 2. Free accommodation at Hilton properties 3. Parental leave for eligible employees

Working Environment: Our working environment at Hilton is designed to spark creativity and motivation in an environment that inspires greatness. We encourage our employees to think innovatively and strive for excellence in everything they do.

Deadline to apply: 2024-05-11

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.