Manager - Customer Service Platform
Manager - Customer Service Platform
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Job Description
Minor Hotels is partnered with Zendesk a Customer Service Platform provider. We use Zendesks technology in Customer Contact and Reservations environments to efficiently manage multiple customerfacing channels through a single interface. We also utilise Zendesk for our internal customers as a ticketing system for the efficient management tracking and resolution of support tasks often involving multiple stakeholders. Additionally we use Zendesk as an internal knowledge base for knowledge sharing and selfservice support.
We are seeking a highly motivated individual to lead the management and evolution of our Customer Service Platform. The role is join based within our Revenue Management & Distribution department which also oversees Customer Contact. The successful candidate will be responsible for maintaining a strong relationship with our technology provider ensuring seamless operations and identifying opportunities for constant improvement.
This role requires a dynamic individual capable of understanding the journeys of our customer types and where the customer service technology enables supports the processes and aids the satisfaction of our customers. We require a keen eye on process improvement for our existing solution as well as remaining aware of emerging technology of both our partner and others. We need an innovator understanding of how technology can automate for efficiency without compromising customer service levels or the personal touch.
- Maintain and enhance all aspects of our relationship with Zendesk to ensure effective collaboration and support. We need to continue to build and maintain the maturity of our use of this technology.
- Manage and oversee the Zendesk customer service platform ensuring optimal performance and user satisfaction.
- Maintain a high level of knowledge of our user types and their needs. Work with our users to identify scenarios for technology and process improvement. Influence our users to implement improvements using compelling cases for change.
- Implement monitor analyse and report on metrics to identify areas for improvement and implement corrective actions.
- Train and mentor users provide guidance and support to ensure high performance.
- Collaborate with other departments to ensure alignment implementation and adoption of all initiatives.
Qualifications :
- Bachelors degree in Business Administration Hospitality Management or a related field.
- Minimum of 3 years of experience in customer service management and applying technology as an enabler to support automation and efficiency.
- Knowledge of customer service platforms particularly Zendesk is a plus.
- Possess an endtoend process management mindset.
- Excellent leadership communication and interpersonal skills.
- Ability to analyze data and metrics to drive decisionmaking.
- Strong problemsolving skills and ability to handle challenging situations.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
