Manager - Guest Services

2 weeks ago

Niagara Falls, Canada See Sight Tours Full time

**Company Overview**:
See Sight Tours is a leading tour company operating in over 20 cities, including Niagara Falls, Canada. We specialize in providing small group tours and private sightseeing tours to visitors across North America. Our mission is to deliver an exciting, fun, and enjoyable experience for our customers, relieving them of travel stress and offering informed conversations about the vibrant sights and surroundings of the cities we serve. We are seeking a Manager of Guest Services to join our team and ensure exceptional customer service.

**Job Purpose**:
**Key Responsibilities**:
Supervise and Support Guest Services Agents:

- Provide guidance, training, and support to the Guest Services Agents/Customer Service Agents.
- Monitor their performance and provide regular feedback to ensure quality service delivery.
- Foster a positive and motivating work environment that encourages teamwork and individual growth.

Customer Interaction:

- Handle escalated customer inquiries, complaints, and complex issues.
- Ensure prompt and effective resolution of customer concerns, maintaining a high level of customer satisfaction.

Database Management and Administration:

- Oversee the maintenance and integrity of the customer database, ensuring accurate and up-to-date information.
- Utilize customer relationship management (CRM) tools and systems effectively to streamline processes and enhance service quality.

Continuous Improvement
- Drive a culture of continuous improvement within the Guest Services team.
- Identify opportunities for enhancing customer service processes, policies, and procedures.
- Implement improvements based on lean manufacturing concepts and customer feedback.

Team Collaboration:

- Collaborate with other departments, such as sales, operations, and marketing, to ensure a seamless customer experience.
- Share insights and feedback from customers to improve overall operations and offerings.

**Experience**:

- Minimum of 2 years of experience in customer service, preferably in a call center or as an at-home customer service agent.
- Prior experience in a supervisory or managerial role is highly desirable.

**Skills**:

- Bilingualism in English and French is highly preferable.
- Excellent customer service skills with a strong focus on customer satisfaction.
- Self-starter with the ability to work independently and take initiative.
- Strong computer literacy and ability to adapt to new software systems.
- Ability to retain information, work well under pressure, and prioritize tasks effectively.
- Adept at problem-solving and handling customer escalations.
- Ability to work collaboratively in a team environment and foster a positive work culture.

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