JOB SCOPE
- Conduct quality audits on all forms of communication e.g.Voice, Emails, Chats to ensure team members meets our Marina Bay Sands luxury brand service standards.
- Review with each team member their quality scores, provide feedback, examples and mentoring on how to improve
- Ensure departmental Forbes and Service Quality Review Audit targets are met through consistent follow up, coaching and trainings where appropriate
- Must be detail oriented, consistent with follow up and coaching
- Ensure all team members are aware of new and resort wide promotions
- Work with Reporting Officer on various projects that will be of benefit to improving customer service, enhancing positive team culture, and increasing the company’s competitive edge.
- Provide a detailed monthly report on the department quality audit scores such as frequently missed standards, areas to improve, etc.
- Provide a monthly overview report to the Management team
- Provide customer service and / or product training where appropriate
- Any other responsibilities that may be assigned from time to time
JOB REQUIREMENTS
- Diploma or University Degree.
- Must have proven 3+ years of experience in a call center or front office environment within a luxury hotel.
- Excellent communication and interpersonal skills, both verbal and written.
- Customer centric attitude and works well under pressure.
- Have impeccable follow-through; and “Can Do” attitude and mindset.
- Excellent time management, organizational and motivational skills.
- Analytical to be able to spot trends and identify areas of improvement.
- Must have a positive, fun, and enthusiastic personality.
- A team player that takes the initiative to assist Team Member when needed.
- High collaboration and adaptable to changes in a dynamic environment.
- Mature, meticulous, resourceful, organized, and able to work independently.
- Work is subjected to change to meet business/operational needs.
- Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, and Powerpoint.
