(1147) Customer Services Consultant - Hospitality Services - CSD at South African Reserve Bank

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Receive customer feedback, verify and analyse the feedback, direct it to the respective team leaders for their action and resolution and provide feedback to the customer.
• Facilitate corrective actions with respective team leaders.
• Effectively communicate with customers from query initiation to the finalisation of the queries or complaints.
• Coordinate awareness campaigns/activations on behalf of the Facilities Management Division.
• Conduct adhoc customer surveys on services rendered by the Hospitality Services Section, consolidate reports and make recommendations for service improvements.
• Prepare and review post-event/functions reports and feedback from clients to assess satisfaction and areas for improvement.
• Manage documents and records related to customer queries and resolutions.
• Provide regular reports to the Manager on customer-related feedback for decision making, services and processes improvement purposes.
• Stay abreast of hospitality trends and advice on new trends in the industry.
• Manage stakeholder internal and external relationships to ensure efficient delivery service (including customer complaints and queries to enhance customer satisfaction).
• Perform day-to-day duties in an ethical manner, maintaining absolute confidentiality in all matters.

Job requirements

To be considered for this position, candidates must be in possession of:

• a Degree (NQF7) in Public Relations or Communication OR equivalent
• five to seven years’ experience in relevant environment, specifically in the Hospitality environment.

The following will be an added advantage

• Certification in customer service and experience in the Hospitality