Customer Service Manager - Johannesburg, South Africa - Newrest

Newrest
Newrest
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description




RESPONSIBILITIES:

You will be responsible for:

  • Ensure that a complete unit tour is done daily and check with the teams if everything is on the right track. Do a spot check on a specific area to report to Commercial / Production and Unit Manager, report to General Manager if critical.
  • Ensure that a complete food testing is done weekly on all major airlines first, then minor airlines, for the different classes.
  • Ensure that a complete invoicing audit is conducted on a flight per Airline from the flight check on the floor to the final invoice weekly.
  • Ensure that a random equipment check is done a minimum of twice a month with a complete equipment processing check as follows:


  • Dishwash /

  • Cage (cleaning, equipment in excess)
  • Trolley count
  • Bondstore spot check / bar packing spot check
  • Dead Head / loading of the equipment
  • Report to Commercial / Production and Unit Manager, report to the General Manager if critical.
  • Ensure that the menu calendar is updated monthly, before the 10th of each month.
  • Ensure that all specs are checked monthly by the 19th latest, for the next month menu change.
  • Ensure that a menu change meeting is held by the 20th of the month for the next month's menu change.
  • Ensure that a menu check is done on the floor 1 day before that change and 1 day after the change, this is to verify that all employees are aware of and using the new specs.
  • Ensure that the customer detail/contact sheet is updated monthly.
  • Ensure that a price check is done with every menu change.
  • Ensure that you respond to customer complaints with 48 hours of receiving it, and 24 hours of it is critical. Further ensure that it is communicated in a professional manner.
  • Update QMS on a weekly basis with weekly reporting.
  • Coordination of Charter flight setup and communication to all internal stakeholders.

Qualifications:


  • Grade 1
  • Diploma in Marketing & Events
  • Diploma in Client Services
Experience

  • 3 Years' Experience

Skills:


  • Communication
  • Assertiveness
  • Customer Service
Competencies

  • Management
  • Planning & Organization
  • Leadership, Key Account Management
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