Customer Service Lead at Cruxstone Development and Investment Limited

Role Overview

• The Customer Service Lead will be responsible for overseeing the customer service team, ensuring that guests consistently receive outstanding service, and driving initiatives that enhance guest satisfaction and loyalty.
• This role requires a proactive leader with excellent communication skills, a passion for hospitality, and the ability to mentor and inspire a team.

Key Responsibilities

• Lead, supervise, and motivate the customer service team to deliver top-quality service.
• Ensure prompt and professional handling of guest inquiries, requests, and complaints.
• Develop and implement customer service policies, standards, and processes.
• Conduct training and coaching sessions to enhance team performance.
• Monitor guest feedback and implement strategies to improve service delivery.
• Collaborate with other departments to ensure seamless guest experiences.
• Prepare reports on customer service metrics and recommend improvements.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field (preferred).
• Minimum of 6years’ experience in customer service within the hospitality industry, with at least 2 years in a supervisory or leadership role.
• Strong interpersonal and communication skills.
• Proven ability to handle guest complaints and resolve issues effectively.
• Excellent leadership, coaching, and team management skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Passionate about delivering outstanding guest experiences.

Application Closing Date
30th September, 2025.