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Head of Customer Care

Keywords / Skills : Head of Customer Care, Customer Satisfaction, CRM systems, Customer Care Operations

15 - 18 years
Posted: 2019-12-03

Nationality
Singapore (Candidates authorized to work in the above mention countries are also eligible to apply)
Industry
Recruitment/Staffing/RPO
Function
Customer Service/Call Centre/BPO
Role
VP/Head - Customer Service
Posted On
3rd Dec 2019
Job Ref code
7673226
Job Description
Job Description :
  • Basic up to $8000 + AWS + Variable Bonus
  • 5 day week, (Roster Schedule during event)
  • West, 5 minute walking distant from MRT
Our client, a premier sporting and lifestyle entertainment industry located in the West area
The incumbent will provide leadership, coaching and expertise to a team of 14 staffs with the objective to instill a Club-wide customer-focused mindset and culture that inspires teams to create and deliver the best experience for our customers.
Responsibilities:
  • Spearhead and implement the Clubs customer care strategy.
  • Manage groups of high yielding/premium customers.
  • Enhance Clubs offering of facilities, activities benefits and services (FABS) for greater customer satisfaction.
  • Offer as well as sharpen differentiated experiences for increased customer loyalty.
  • Implement and execute a successful programme and privileges for different premium customer group.
  • Develop communication strategies to different premium customers. Interface with premium owners regularly to ownership opportunities.
  • Drive and build the CRM system and related processes to enhance premium customers experience.
  • Develop customer care framework to empower appropriate frontline internal stakeholders.
  • Manage events and programmes for syndication members from preparation to setting up, execution and completion.
  • Handle and resolve disputes.
  • Ensure the registration of premium customers, syndication and clubs are in accordance with MRA and the Club policies and procedures, and in compliance with to Singapore laws and regulations.
  • Prepare and monitor the department's annual budget.
  • Perform shift duties during the events to oversee premium customers operations

Requirements:
  • Degree with at least 15 years relevant experience in service industry in which 5 years in management position.
  • Experience in the luxury market handling VIP Customers will be an advantage
  • Excellent customer relationship skills and able to manage multiple functions and large teams

Other Information
  • $8000 + Allowances + attractive Bonus
  • Location West, near MRT Station
  • 5 day week, rostered shift during Event

How to Apply:
Simply submit your application by emailing a detailed copy of your updated Resume in MS Word Format to
Principal Consulting Manager, Koh Mui Hong (Reg No R1108738)
By submitting any application or rsum to us, you will be deemed to have agreed and consented to us collecting, using, retaining and disclosing your personal information to prospective employers for their consideration.
YOUR SUCCESS IS OUR ACHIEVEMENT!
Notice:
We regret that only short-listed candidates will be notified. All applications will be treated with the strictest confidence.
By submitting any application or resume to us, you will be deemed to have read & agreed to the terms of our Privacy Policy, and consented to us collecting, using, retaining and disclosing your personal information to prospective employers for their consideration, and for our marketing EDMs which you may opt out by unsubscribing in the mailer. You may refer and access our website at www.achievegroup.asia/privacy-policy/ for more information.
Cessation of Collection of full NRIC Numbers:In compliance with the Personal Data Protection Act and commitment to protect candidates personal data, Achieve Group will cease to collect, process or use full NRIC numbers during our screening and job application process.
Kindly ensure your resumes provided to us does not contain your full NRIC number and full home address during your job application


About Company

Founded in Singapore in 1990, Achieve Group is a multi award-winning organisation and HR outsourcing partner-of-choice for local conglomerates and multinational corporations within the Asia Pacific region.With offices in Singapore, Malaysia and Hong Kong, Achieve Group offers a full suite of Talent Acquisition and HR Consulting solutions for your company's HRM needs. As the experts in talent recruitment and human resource engagement services, we pride ourselves on the timely delivery of these services through our team of dedicated and experienced professionals.As a progressive organization that firmly believes in the pursuit of excellence, Achieve Group is always constantly evaluating and seeking to improve ourselves to fulfill our mission, because we believe that 'Your SUCCESS is our ACHIEVEment'!
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