Browse Jobs
For Employers
Post JobLog inGet Started

Quality and Customer Service Manager

KidZania Cairo
New Cairo, Cairo
Posted 4 years ago
511Applicants for1 open position
  • 27Viewed
  • 0In Consideration
  • 0Not Selected
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken with follow-up to ensure guest expectations have been exceeded.
  • Monitor Customer service levels through daily customers feedback and by reviewing comment card results and takes action as required
  • Ensure that the Customer Service/ Call center teams have the latest changes or information to pass on to the Guest, and be able to answer any questions they may have.
  • Carry out management and coordination of Quality Assurance Programs relative to the Customer Service area.
  • Train and develops personnel to meet expected customer service levels if needed.
  • Investigate, solve and report all customer related complaints.
  • Liaise with managers at all levels so as to affect the satisfactory resolution of complaints including in particular KZC Managers and other managers.
  • Create, record and control incident statistics, issues, complaints and solutions provided data.
  • Analyze customer feedback, then design specific practices for the benefit of KidZania visitors.
  • Generate weekly management reports to deliver to the Facility’s Manager in order to make the service processes more efficient
  • Welcome visits (franchisers, commercial partners, sponsors, clients, etc.)
  • Follow up on the Facility quality and act accordingly.
  • Responsible for the day-to-day operation of KidZania Cairo, ensuring the health and safety of staff and customers, and guaranteeing the highest standards of service. This includes the allocation of and supervision of staff to enable the smooth operation of the facility.
  • Ensuring the facility is prepared for use in accordance with the planned program.
  • Ensuring that all areas of the facility are maintained to the highest possible standards of safety, cleanliness, security and operational effectiveness and efficiency.
  • Providing visible leadership to facility staff, ensuring they are motivated and operate at high levels of both performance and efficiency.
  • Allocating, monitoring and supervising the work standards of operational staff and ensuring that staffing levels are appropriate to the program being run.
  • Maintaining a clear customer focus and high visibility within the center, proactively developing and maintaining high standards of customer care.
  • Ensuring compliance with all organizational policies and procedures, including those for finance and revenue protection.
  • Supporting other operational departments where appropriately qualified.
  • Carrying out other specific non-operational responsibilities.
  • Assisting the General Manager in implementing any Management Systems, maintaining all operational standards, records, and financial procedures in accordance with instructions and regulations.

Job Requirements

  • Bachelor’s degree from any discipline.
  • 3 years of Hospitality experience is preferable
  • Good knowledge of Microsoft Office
  • Very good command of English
  • Thorough knowledge of Customer Relationship Management practices, policies, and guidelines.
  • Effective negotiating skills as applied to the resolution of service issues.
  • Previous guest service experience preferred.
  • Ability to identify and solve operational problems.
  • Excellent written and oral communication skills required.
  • Strong leadership skills and interpersonal communication skills

Featured Jobs

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportQuality and Customer Service Manager