Membership Services Assistant - Hotline
Job Summary
The job holder is to assist in the operations of customer service hotlines and digital support channels, ensuring quality service delivery aligned with the Club's vision and guiding principles. Key functions include handling inquiries, event registrations, reservations, and complaints, while conducting data analysis to inform decision-making. The job holder plays a critical role in providing a seamless customer experience across various platforms, leveraging both telephone and online channels to meet customer needs effectively.
Major Tasks
- Provide services and support during operational hours, handling inquiries and ensuring adherence to service standards.
- Respond to customer enquiries and feedback through various channels, demonstrating professionalism and effective communication.
- Assist customers in resolving issues and providing guidance regarding products and services.
- Perform administrative tasks such as report compilation, data entry, and information verification to support operational efficiency.
- Collaborate with internal teams to ensure customer requests and feedback are addressed appropriately.
- Support the team in outbound initiatives and follow-up activities to enhance customer engagement.
- Supervise and assist part-time or support staff as needed to ensure smooth operations.
- Identify areas for improvement based on customer feedback and operational data, contributing to service enhancement initiatives.
- Maintain compliance with relevant policies and regulations, ensuring the integrity of operations.
- Undertake additional duties as assigned by the line manager.
Education
Bachelor degree or tertiary education in any discipline is preferred.
Qualifications
Experience
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