角色和责任
客人服务
●通过电话和电子邮件及时为客人提供准确和卓越的服务。
保持对超级乐园产品和服务的最新知识，以确保随时为客人提供最合适和准确的信息。
建立良好的客户关系，优化超级乐园的销售和增长。
●作为客人的第一个联系人，提供友好和乐于助人的服务，符合超级公园的价值观，让客人感到支持，认可和放心。
●作为领导者，负责与客人的互动，并确保必要的跟进，以确保解决方案的实现。
向客人推荐酒店内不同类型的体验（如派对、公司活动、项目等）。
●通过安排客人实地参观和参观公园，向客人介绍公园设施。
预订协调
安排派对、团体或活动的预订，确保在规定的时间内进行确认和付款。
与财务部门密切合作，处理付款和退款，确保准确的发票和跟踪。
确保预订系统和其他跟踪活动的方法及时准确地记录和更新。
危机与投诉管理
●与公园运营部合作，对投诉案件进行调查，并努力以友好和冷静的方式找到快速有效的解决方案，无论投诉是来自电话，电子邮件，现场还是社交媒体。
●管理和识别主要投诉性质，与园区运营部门合作，为持续改善提供补救解决方案。
●向管理层报告问题和潜在危机，以改进服务。
策略及关系管理
●积极参与团队讨论、会议和其他团队论坛，向客人传授知识并及时了解新产品/服务。
主动发现新的商业机会，维护与现有客人的关系，以确保保持优质的客户服务水平。
根据关键指标（准确性、呼叫等待时间、销售率、客户服务调查等）评估呼叫中心的绩效，并提升客户服务水平
如有必要，支持所有现场促销活动。
销售
●负责所有派对事务-开发商业机会，推动销售，使派对收入最大化。
完成既定的销售目标，追求利润增长机会。
技能和经验要求
成功的候选人需要至少4年的客户服务经验，具有类似职位的证明记录，优秀的英语口语，书面，拼写，语法技能和对细节的强烈关注。
你将是积极和直言不讳，以及自律和自我激励。你自然会对提供出色的客户服务充满热情。通常作为客人的第一个接触点，你卓越的影响力和关系管理技能将是至关重要的，以确保我们的客人感到特别，并离开每一次互动的“哇”的感觉。
有客户服务主管或类似职位的工作经验
有客户服务经验
出色的沟通和人际交往能力
了解绩效评估和客户服务指标
对报告和预算程序有深刻的理解
具备基本财务分析经验（成本效益、成本效益等）
熟练使用Office办公软件。有使用呼叫中心设备/软件经验者优先。
优秀的组织和领导能力以及解决问题的能力
●积极、耐心
有青年、体育或其他相关生活方式品牌经验者优先，有客户服务专业大专学历者优先。
最重要的是，客户服务主管需要生活和呼吸品牌文化和价值观。你需要成为一个直言不讳的人，一个解决问题的人。你需要做好准备，挽起袖子，加入到团队中，让事情发生。你还需要成为一个自信的领导者，而不是自我。
如果你想为那些让你感到有动力、有发展和被欣赏的人工作，那么我们很乐意听到你的声音。
Roles and Responsibility
Guest Service
●Provide accurate and exceptional levels of guest service through all phone and email interactions in a timely manner.
●Maintain a current and strong knowledge of SuperPark product and service offers to ensure guests are provided with the most appropriate and accurate information at all times.
●Build strong guest relations and optimise the sales and growth of SuperPark.
●As the first point of contact for our guests, provide friendly and helpful guest service in line with the SuperPark values that leave guests feeling supported, acknowledged and reassured.
●As a leader to take ownership of interactions with guests and ensure that the required follow-up occurs to ensure a resolution is achieved.
●Make recommendations to guests of the different types of experiences within our venue (e.g. parties, corporate events, programs etc.).
●Introduce the park facilities to the guests by arranging site visit and touring them around the park.
Bookings coordination
●Arrange bookings for parties, groups or events, ensuring confirmation and payments are actioned within the required timeframes.
●Work closely with Financial Department to process payments and refunds, ensure accurate invoicing and follow-up.
●Ensure booking system and other methods of tracking activity are recorded and updated in a timely and accurate manner.
Crisis and complaint management
●Work with Park Operation Department to carry out investigation on complaint cases and strive to find a speedy and effective solution to guests’ concerns in a friendly and calm manner, whether the complaints come from call, email, in-venue or social media.
●Manage and identify major complaint natures, work with Park Operation to provide advice for remedial solution for continuous improvement.
●Report problems, potential crisis and compliant to management for service improvement.
Strategy and relations management
●Actively participate in team discussions, meetings and other team forums to impart knowledge and keep abreast of new products/services to be communicated to guests.
●Proactively identify new business opportunities and maintain relationships with existing guests to ensure excellent levels of guest service are maintained.
●Evaluate call center performance with key metrics (accuracy, call-waiting time, sales rates, guest service survey etc.) and upgrade the guest service level
●Support all in-venue promotions if necessary.
Sales
●Take ownership on all Party matter - Develop business opportunities and drive sales to maximize Party revenue.
●Achieve set sales targets and pursue profitable growth opportunities.
Skills & Experience Required
The successful candidate will have a minimum of 4 years customer service experience with proven record of similar position and exemplary English speaking, written, spelling, grammar skills and a strong attention to detail.
You will be positive and outspoken, as well as disciplined and self-motivated. You will be naturally passionate about providing outstanding customer service. Often the first point of contact for our guests, your exceptional influencing and relationship management skills will be vital to ensure that our guests feel special and leave every interaction with that ‘wow’ feeling.
●Proven experience as customer service supervisor or similar position
●Experience in customer service is required
●Outstanding communication and interpersonal skills
●Knowledge of performance evaluation and customer service metrics
●Solid understanding of reporting and budgeting procedures
●Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
●Proficient in MS Office. Experience in using call center equipment/software programs is a plus.
●Excellent organizational and leadership skills with a problem-solving ability
●Positive and patient
Experience with youth, sports or other relevant lifestyle brands is preferred and tertiary qualifications in Customer Service are preferred but not essential.
Most importantly, the Customer Service Supervisor needs to live and breathe the brand culture and values. You need to be a straight-talker and a problem-solver. You need to be ready to roll their sleeves up and get in alongside the team to make stuff happen. You also need to be a leader with confidence born from self-belief, not ego.
If you want to work for people who make you feel motivated, developed and appreciated, then we’d love to hear from you.
