Senior Executive - Customer Care
- Dubai
- Permanent
- Full-time
- Undertake and record formal and informal customer feedback, summarizing assessment of improvement areas, business opportunities
- Assist the Assistant Manager to ensure valuable client feedback is collected, reported, analyzed and that all issues are closed as per an agreed timeframe
- Assist in monitoring relevant policies and procedures within each key area/touch point
- Actively monitor regular Visitor Satisfaction Feedback and action plan thereof to ensure constant benchmark
- Assist in active monitoring of identified key touch points within the Visitor Journey in the venue and assets
- Monitor the standard look and feel of all identified areas under Front of House to be always maintained within the venue (during event days and non-event days)
- Always monitor and report back on venue readiness prior to all events
- Monitor smooth entry and exit for all visitors (crowd flow/queuing systems)
- Monitor wayfinding and signage guidelines are strictly maintained (both venue signage & event signage)
- Monitor on-going venue snagging schedules in coordination with Venue Infrastructure
- Feedback and ensure general amenities and offerings are updated within the Venue service offerings in coordination with relevant stakeholders
- Act as a Relationship Manager and Floor Manager on the ground when specific tasks are assigned under that scope as needed or required
- Assist the Assistant Manager in data collection and reporting on visitor statistics and trends to innovate and evolve service offerings
- Prepare and follow up on scheduled snag lists and their completion in conjunction with Venue Infrastructure
- Mentor and develop Customer Care Representatives and nurture an environment where they can excel through encouragement and empowerment
- Maintain an orderly workflow according to priorities
- Implementation to scope, time and budget
- Management of risks and issues
- Project and team leadership
- Communication and stakeholder management
- Assist Assistant Manager in Operational Expenses management
- Assist Assistant Manager in Capital Expenses management, Venue and Project related in line with those set by the Division Head
- Office-based job; required to work longer hours on computer and to be on the floor sometimes leading the teams and meeting the customers
- On the floor leading the teams, conducting QC procedures and meeting customers