Customer Experience and Quality Assurance Manager (Hotel & Tourism Sector)

We are looking for an enthusiastic and dedicated Customer Experience and Quality Assurance Manager to enhance the customer experiences for our client, a significant player in the Hotel and Tourism Industry. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our client's customer services.



It is also your responsibility to ensure that all external and internal requirements are met before our client's products and services reach their customers. You will be responsible for inspecting procedures and outputs and identifying mistakes or non-conformity issues.

An excellent Customer Experience and Quality Assurance Manager has eyes like a hawk and solid experience in quality control.


To ensure success as a Customer Experience and Quality Assurance Manager, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.


Responsibilities

  • Devise procedures to inspect and report quality issues

  • Monitor all operations that affect quality


  • Assure the reliability and consistency of service delivery by checking processes and final output


  • Appraise customers’ requirements and make sure they are satisfied

  • Training, motivating, coaching, and correcting employees to ensure that standards are met.

  • Tracking customer experiences across online and offline channels, devices, and touchpoints.

  • Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

  • Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

  • Identifying customer needs and taking proactive steps to maintain positive experiences.

  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

  • Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

  • Performing product tests, evaluating after-sales and support services, and facilitating improvements.

  • Documenting processes and logging technical issues, as well as customer compliments and complaints.

  • Keeping informed of industry trends and new CRM technologies.


Qualifications, Skills and Experience

  • Degree in Tourism and Hospitality Management or Business Administration

  • Relevant master`s degree is an added advantage

  • At least 5 years post-qualification experience in a similar environment

  • A strong command of both written and spoken English is essential

  • Highly computer literate with a high-level command of Excel

  • Exceptional interpersonal skills

  • Excellent attention to detail and follow through

  • Clean Class 4 driver’s licence

  • Very well-groomed, articulate, and presentable




Apply for the Job here: https://www.workinzimbabwe.com/jobs/customer-experience-and-quality-assurance-manager-hotel-tourism-sector/

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