Company Description

Minor Hotels is at the heart of the world’s most exciting cities, nestled on the world’s most beautiful beaches, and hidden within the most remote jungle retreats. Let us show you the world, from seamless city stays to exclusive safari lodges and luxury resorts on private islands.

Savour world-class dining at our collection of Wolseley restaurants, or sip cocktails with trendy socialites at SEEN. Embrace holistic wellness through revitalising therapies, or embark on the journey of a lifetime by train, luxury cruise or private jet.

Wherever your adventure takes you, we’re there. Discover the world with Minor Hotels.

Job Description

Minor Hotels is partnered with Zendesk, a Customer Service Platform provider. We use Zendesk’s technology in Customer Contact and Reservations environments to efficiently manage multiple customer-facing channels through a single interface. We also utilise Zendesk for our internal customers as a ticketing system for the efficient management, tracking and resolution of support tasks often involving multiple stakeholders. Additionally, we use Zendesk as an internal knowledge base for knowledge sharing and self-service support.

We are seeking a highly motivated individual to lead the management and evolution of our Customer Service Platform. The role is join based within our Revenue Management & Distribution department which also oversees Customer Contact. The successful candidate will be responsible for maintaining a strong relationship with our technology provider, ensuring seamless operations and identifying opportunities for constant improvement.

This role requires a dynamic individual capable of understanding the journeys of our customer types and where the customer service technology enables, supports the processes and aids the satisfaction of our customers. We require a keen eye on process improvement for our existing solution, as well as remaining aware of emerging technology of both our partner and others. We need an innovator, understanding of how technology can automate for efficiency, without compromising customer service levels or the personal touch.

Maintain and enhance all aspects of our relationship with Zendesk to ensure effective collaboration and support. We need to continue to build and maintain the maturity of our use of this technology.Manage and oversee the Zendesk customer service platform, ensuring optimal performance and user satisfaction.Maintain a high level of knowledge of our user types and their needs. Work with our users to identify scenarios for technology and process improvement. Influence our users to implement improvements using compelling cases for change.Implement, monitor, analyse and report on metrics to identify areas for improvement and implement corrective actions.Train and mentor users, provide guidance and support to ensure high performance.Collaborate with other departments to ensure alignment, implementation and adoption of all initiatives.

QualificationsBachelor's degree in Business Administration, Hospitality Management, or a related field.Minimum of 3 years of experience in customer service management and applying technology as an enabler to support automation and efficiency.Knowledge of customer service platforms, particularly Zendesk, is a plus.Possess an end-to-end process management mindset.Excellent leadership, communication and interpersonal skills.Ability to analyze data and metrics to drive decision-making.Strong problem-solving skills and ability to handle challenging situations.