Customer Service Lead at Cruxstone Development and Investment Limited

Role Overview

A dynamic team is expanding and looking for the right talent. The Customer Service Lead will be responsible for overseeing the customer service team, ensuring that guests consistently receive outstanding service, and driving initiatives that enhance guest satisfaction and loyalty.

This role requires a proactive leader with excellent communication skills, a passion for hospitality, and the ability to mentor and inspire a team.

Key Responsibilities

• Lead, supervise, and motivate the customer service team to deliver top-quality service
• Ensure prompt and professional handling of guest inquiries, requests, and complaints
• Develop and implement customer service policies, standards, and processes
• Conduct training and coaching sessions to enhance team performance
• Monitor guest feedback and implement strategies to improve service delivery
• Collaborate with other departments to ensure seamless guest experiences
• Prepare reports on customer service metrics and recommend improvements

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred)
• Minimum of 6 years' experience in customer service within the hospitality industry, with at least 2 years in a supervisory or leadership role
• Strong interpersonal and communication skills
• Proven ability to handle guest complaints and resolve issues effectively
• Excellent leadership, coaching, and team management skills
• Ability to work flexible schedules, including evenings, weekends, and holidays
• Passionate about delivering outstanding guest experiences

Application Closing Date

30th September, 2025