Customer Relations and Quality Manager
an opportunity for a Customer Relations and Quality Manager who will maintain a high percentage of repeat business by ensuring that all the centre’s existing clients are looked after; that the Centre’s products and services meets or exceeds standards; Customers’ expectations are exceeded and feedback is obtained during and post event and used for continuous improvement as well as manage and implement the Centre’s Quality Management System for continuous improvement. This position is based in Pretoria and includes weekend and evening work as required.
Manage and motivate the performance of the centre’s receptionists to perform their best in carrying out their respective duties to ensure excellent customer satisfaction.
? Establish, implement and maintain operating standards, processes and procedures for the reception function to provide excellent reception service at the centre and support for its clients.
? Establish, implement and maintain operating standards, processes and procedures for the customer relations function to proactively provide value-added services to clients; proactively identify unusual requirements or threats; provide an effective channel to gather and use customer feedback for the continuous improvement of the quality of the total product offered by the centre; and ensure the daily satisfaction of clients.
? Coordinate and oversee operational matters such as the lost property procedure, the implementation and communication of Protocol standards across all centre departments to ensure that it complies with State and International Protocol standards at all times; provide value-added services to client such as parking shuttle services to overcome product weaknesses in the interests of keeping the centre competitive; responsible for logistics and other potential problems with other users of the site suchContribute to the credibility of the centre’s brand by ensuring appropriate recognition on grading schemes, award schemes, quality and other systems, and growing staff brand loyalty through ad hoc initiatives.
? Manage the Centre’s Quality Management system to ensure efficient, effective operations and contribute to continuous improvement
? Plan and implement promotional activities as part of the marketing and sales plan.
? Develop and communicate value-adding client products/services such as, Bureau de Change, travel agencies, car rentals and establish good relationships with suppliers for mutual benefit.
National Diploma in Customer Relations/Customer Care or Hospitality Management
? Three years’ experience in the conference and/or hospitality industry.
? Event management.
? Knowledge of customer relations/customer care.
? Management experience.
? Knowledge of the conference industry.
? Protocol/international relations knowledge.
? Experience with quality management and related systems and theory