Customer Relations Service Manager

Are you a dynamic leader with a passion for delivering exceptional customer service? The SM Store is seeking a Customer Relations Service Manager to oversee our customer relations and security teams in Bali. In this pivotal role, you will ensure that every customer's experience at our locations is seamless and memorable. With a strong focus on operational excellence and a commitment to continuous improvement, you will drive our customer service standards to new heights.

As a Customer Relations Service Manager at The SM Store in Bali, you will be responsible for managing a team of dedicated professionals who handle customer inquiries, complaints, and feedback. You will implement and monitor customer service protocols, ensuring that our teams are equipped with the necessary tools and training to deliver outstanding service. Your leadership will be instrumental in creating a positive and productive work environment, fostering teamwork and innovation.

📋 Tanggung Jawab Pekerjaan

• Oversee the daily operations of the customer relations and security teams, ensuring high standards of service and safety.
• Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
• Manage and train customer service and security staff, providing guidance and support to ensure they meet performance targets.
• Monitor customer feedback and complaints, taking proactive measures to resolve issues and prevent recurrence.
• Collaborate with other departments to ensure seamless integration of customer service initiatives across the organization.
• Utilize customer relationship management (CRM) software to track and analyze customer interactions and data.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay updated with industry trends and best practices in customer service and security management.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Hotel Management, or a related field.
• Minimum of 5 years of experience in customer service management or a similar role in the hospitality industry.
• Proven track record of successfully leading and managing teams in a fast-paced environment.
• Strong leadership and communication skills, with the ability to inspire and motivate teams.
• Proficiency in English, both written and spoken, is essential.
• Understanding of security protocols and procedures, with the ability to ensure a safe environment for customers and staff.
• Experience with CRM software such as Salesforce or HubSpot is a plus.
• Certification in customer service management or a related field is a plus.

🛠️ Keahlian

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