Junior Excellence Specialist

at  MTS Globe

The Junior Excellence Specialist responsible for overseeing the customer service Department and ensuring the company delivers the highest level of customer service possible. Provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

• Assist the Excellence Manager in the development and implementation of goals, objectives, policies and procedures for customer service program within company.
• Assist in monitoring and evaluating the efficiency and effectiveness of service delivery by other departments and third party suppliers.
• Assist in identifying and implementing strategies to improve quality of service and productivity within the organization
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Assist in the evaluation of negative feedback from customers about the organization’s services and recommend remedial steps.
• Conduct a variety of organizational studies, investigations and operational studies and recommend modifications to the concerned departments.
• Find failed processes and rectify them through training and creating awareness of the customer service importance.
• Establish and maintain strong relationships within all levels of the organization to drive operational excellence
• Responsible for direct communication with clients and the incumbent will be involved in responses/ communication with regards to complaints and queries:
• Handling post departure complaints received from partners / guest
• Handling in-house complaints (once client is still in resort)
• Maintain DGT complaint system & produce monthly performance reports.
• Keep accurate records of discussions or correspondence with partners / guests
• Analyze statistics and compile accurate reports
• Benchmark against other complaint handling procedures and complaint satisfaction.
• Take ownership of customers issues and follow problems through to resolution
• Monitor and track customer complaint resolution.
• 1-2 years background in handling customer services, complaints and customer satisfaction in Destination Management Company / Tourism Industry
• Background in quality assurance / excellence is an advantage.
• Strong Communication Skills
• Multi-tasker and able to handle preassure
• Flexible and adaptable
• Can join immediately

• Assist the Excellence Manager in the development and implementation of goals, objectives, policies and procedures for customer service program within company.
• Assist in monitoring and evaluating the efficiency and effectiveness of service delivery by other departments and third party suppliers.
• Assist in identifying and implementing strategies to improve quality of service and productivity within the organization
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Assist in the evaluation of negative feedback from customers about the organization’s services and recommend remedial steps.
• Conduct a variety of organizational studies, investigations and operational studies and recommend modifications to the concerned departments.
• Find failed processes and rectify them through training and creating awareness of the customer service importance.
• Establish and maintain strong relationships within all levels of the organization to drive operational excellence
• Responsible for direct communication with clients and the incumbent will be involved in responses/ communication with regards to complaints and queries:
• Handling post departure complaints received from partners / guest
• Handling in-house complaints (once client is still in resort)
• Maintain DGT complaint system & produce monthly performance reports.
• Keep accurate records of discussions or correspondence with partners / guests
• Analyze statistics and compile accurate reports
• Benchmark against other complaint handling procedures and complaint satisfaction.
• Take ownership of customers issues and follow problems through to resolution
• Monitor and track customer complaint resolution.
• 1-2 years background in handling customer services, complaints and customer satisfaction in Destination Management Company / Tourism Industry
• Background in quality assurance / excellence is an advantage.
• Strong Communication Skills
• Multi-tasker and able to handle preassure
• Flexible and adaptable
• Can join immediatel