Manage incoming customer inquiries efficiently across multiple channels, including phone, email, live chat, and social media.
Actively listen to identify and diagnose customer needs or complaints; provide accurate, valid, and complete information to resolve issues effectively.
Maintain a deep understanding of our products, services, and hotel operations to guide customers and offer relevant recommendations.
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Monitor, track and record key metrics across all social media platforms (Instagram, TikTok, Facebook, YouTube, LinkedIn, etc.): views, engagement, follower growth, reach, conversions and traffic sources
Compile weekly/monthly performance reports; analyse trends, audience behaviour and content performance to deliver actionable insights
Identify strengths/weaknesses in content performance and suggest improvements to boost growth and engagement
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Managing the team of Customer Support: Manage large volumes of incoming customer inquiries via [phone, email, live chat, and/or social media].
Problem Resolution: Identify, assess, and diagnose customer needs or complaints; provide accurate, valid, and complete information to resolve issues efficiently.
Product Expertise: Maintain a deep understanding of our products/services to guide customers and make relevant recommendations.
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Customer Service Management
Supervisory Skills
Hotel Operations
Mandarin Language Proficiency
Guest Relations
Problem-Solving
Team Leadership
Communication Skills