Team Lead, Guest Experience (Mandarin Speaker)

Job Responsibilities

1. Customer Service Excellence

Deliver excellent customer service to customers from various communication channels (including web forms, emails, social media and calls).

Able to go extra miles in addressing customer needs and exceed expectations.

Highlight reoccurring issues and impact towards customers.

Act as the primary escalation contact for customers and liaise with relevant departments on the service delivery to customers.

Follow up efficiently with customers on critical service failures or urgent concerns.

Follow up on NPS Detractor responses via emails or calls, channel customer feedback to relevant departments or cinema locations for improvement, and provide service recovery to customer when needed.

Oversee the follow-ups on personal/corporate hall booking requests and taking over when needed.



2. Quality Assurance & Knowledge Sharing

Assist to train and develop the new joiners on company policies, service standards, and contact centre solution system.

Perform on job training and guidance to junior staff on daily basis.

Monitor and evaluate the work quality of customer service interactions within the team, including communication trails or call recordings.

Provide constructive feedback and coaching to team members to improve their knowledge, skills and adherence to protocols.

Share best practices and knowledge gained from resolving complex inquiries with the team.

Alert Assistant Manager or Manager if staff require immediate attention on performance improvement.



3. Data & Reporting

Generate reports on customer service metrics (e.g. response times, resolution rates, customer satisfaction scores) on daily basis.

Generate reports on customer satisfaction survey (e.g. NPS, CSAT) on daily basis.

Role Requirements

Fluency in English is required; ability to communicate in Chinese (spoken and written)

Minimum Qualification Diploma or Degree in Business Administration, Mass Communication, Hospitality, or related field.

Minimum 5 years of working experience in customer service, with at least 2 years in a team lead or supervisory role.

Exposure to customer experience metrics (e.g. NPS) and familiarity with reporting tools

Good analytical skills; able to interpret data and reports to drive decisions.

Proficient in Microsoft Excel, Word, PowerPoint and reporting tools.·

Proactive, dependable, and able to work independently.