Customer Experience Manager
2 meses atrás
PRINCIPAIS RESPONSABILIDADES:
Gerir e solucionar reclamações de clientes, minimizando o sentimento negativo dos mesmos;
Partilhar todo o conhecimento sobre clientes com chefes de departamento;
Analisar e responder a todos os questionários/comentários deixados pelos clientes;
Desenvolver questionários que forneçam informação sobre experiência de cliente fundamental para a tomada de decisão de Chefes de Departamento, com respetivo tratamento e análise;
Identificar momentos de consumo e estar presente, sempre que possível, para acompanhamento do cliente;
Assegurar que a informação partilhada com cliente externo corresponde ao oferecido pelo Hotel (Ex.: Horários, informações, serviços complementares, etc.);
Conhecer os Eventos e Programas agendados para o Hotel e Área envolvente.
Reconhecer os standards, desenvolvendo auditorias internas aos diferentes departamentos;
Em conjunto com chefes de departamento assegurar o estabelecimento de objetivos de melhoria de experiência de cliente, fomentando: definição de Indicadores, Análise, Implementação e correspondente Monitorização;
Apresentar relatórios de diagnóstico para melhoria contínua da experiência do cliente.
QUEM PROCURAMOS?
Habilitações académicas no setor hoteleiro ao nível do ensino secundário ou universitário;
Experiência em funções semelhantes em hotelaria;
Conhecimentos de informática na ótica do utilizador;
Domínio da língua inglesa (fator eliminatório);
Boas capacidades de comunicação e de relacionamento interpessoal;
Flexibilidade de horários;
Disponibilidade imediata.
O QUE OFERECEMOS:
Integração de Grupo Hoteleiro sólido e em crescimento;
Parcerias com descontos em várias áreas - lazer, saúde, desporto e serviços;
Tarifa Team;
Tarifa friends & family;
Dia de aniversário;
Seguro de saúde após 6 meses de vínculo contratual;
Campanha TUA - Traz Um Amigo - Bónus financeiro por cada novo colaborador recomendado;
Bónus Semestral de acordo com a política em vigor na empresa.
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