Manage customer enquiries and feedback to enhance service quality and support customer retention initiatives for a leading international restaurant group.
Responsibilities
Respond promptly and professionally to customer enquiries received via corporate email to ensure customer satisfaction
Analyze customer feedback and develop actionable plans to improve service and operations
Manage the customer feedback system and communicate updates to relevant operation and service departments
Maintain and update the VVIP customer database to support targeted marketing and retention programs
Operate and oversee the company’s customer hotline to provide timely assistance and resolve issues
Compile and tabulate complaint, compliment, and E-Platform scores to facilitate data-driven analysis
Document all customer interactions and correspondence accurately for record-keeping and follow-up
Collect and organize past customer cases to develop training materials for staff development
Liaise with the operations department to follow up on customer feedback and ensure resolution of issues
Conduct internal audits of customer service processes to identify areas for improvement
