Customer Care Manager at Universal Human Resource Consult

Job Summary

• Our client  is seeking a Customer Care Manager to oversee and elevate the overall guest experience. The role is focused on building strong customer relationships, ensuring exceptional service delivery, managing customer feedback, and driving guest satisfaction and loyalty.
• The ideal candidate must be highly empathetic, service-oriented, and experienced in managing customer experience in a fast-paced restaurant environment.

Key Responsibilities

• Oversee the overall customer experience to ensure guests receive warm, personalized, and consistent service.
• Proactively engage with customers to enhance satisfaction and build strong relationships.
• Manage and resolve customer complaints and escalations promptly and professionally.
• Collect, analyze, and act on customer feedback from surveys, reviews, and direct interactions.
• Ensure service standards are consistently maintained across all customer touchpoints.
• Train and guide staff on customer engagement, empathy, and service excellence.
• Collaborate with operations and kitchen teams to improve service delivery and guest experience.
• Implement customer loyalty initiatives and retention strategies.
• Monitor customer satisfaction metrics and recommend continuous improvement actions.
• Ensure the restaurant delivers memorable experiences that encourage repeat patronage and positive word-of-mouth.

Qualifications and Experience

• Bachelor's Degree in Hospitality Management, Business Administration, Mass Communication, Marketing, or a related field.
• Masters Degree is an added advantage
• Minimum of 5years of customer service experience in the hospitality or restaurant industry.
• At least 2 years of supervisory or managerial experience.
• Proven experience managing customer relations and service improvement initiatives.

Required Skills and Competencies:

• Exceptional customer service and relationship management skills.
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Conflict resolution and problem-solving skills.
• Emotional intelligence and empathy.
• Strong organizational and multitasking abilities.
• Ability to work under pressure in a fast-paced environment.
• Proficiency in customer service software and Microsoft Office Suite.
• Attention to detail and commitment to service excellence.