Customer Care Manager at Universal Human Resource Consult

Description

• We are seeking a passionate, customer-focused, and service-driven Customer Care Manager to join our hospitality team.
• The successful candidate will be responsible for creating memorable guest experiences by ensuring excellent customer service delivery, managing customer feedback, resolving complaints professionally, and building strong relationships with our guests.
• The ideal candidate should have a strong understanding of hospitality standards, excellent communication skills, and the ability to lead a customer-focused culture that enhances guest satisfaction, loyalty, and overall business growth.

Responsibilities

• Develop and implement strategies to improve guest satisfaction and enhance the overall customer experience.
• Ensure guests receive warm, personalized, and consistent service throughout their interaction with the restaurant.
• Monitor customer service standards and work closely with operational teams to maintain service excellence.
• Engage with guests to gather feedback and identify opportunities for improvement.
• Investigate customer issues, provide appropriate solutions, and ensure follow-up to guarantee satisfaction.
• Maintain a record of customer feedback, complaints, and resolutions for continuous improvement.
• Build strong relationships with regular customers and encourage customer loyalty.

Qualifications & Requirements

• Bachelor’s Degree or HND in Hospitality Management, Business Administration, Customer Service, or a related field.
• Minimum of 5 years’ experience in customer service, hospitality, restaurant operations, or a related role.
• Proven experience managing customer complaints and improving customer satisfaction.
• Strong leadership and interpersonal skills.
• Excellent verbal and written communication abilities.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with attention to detail.
• Proficiency in Microsoft Office and customer relationship management.