Assistant customer service manager
About Us
GLO is a premier karaoke entertainment venue offering guests an unforgettable night of music, food, and fun. We're looking for a motivated and guest-focused Assistant Customer Service Manager to support our front-of-house operations and help lead our service team to deliver an outstanding experience for every guest.
Job Summary
As the Assistant Customer Service Manager, you will support the Customer Service Manager in overseeing daily operations, supervising front-line staff, and ensuring guests receive prompt, friendly, and professional service. This is a great opportunity for someone looking to grow into a leadership role within the entertainment and hospitality industry.
Key Responsibilities
- Support the Customer Service Manager in supervising and coordinating the front desk and service team
- Assist in training, coaching, and onboarding new customer service staff
- Handle guest inquiries, feedback, and minor complaints, escalating where necessary
- Help ensure service standards and operating procedures are followed consistently
- Step in to manage shifts and daily operations in the absence of the Customer Service Manager
- Assist with room bookings, reservations, and VIP guest coordination
- Monitor guest satisfaction and report recurring issues or trends
- Support scheduling, attendance tracking, and basic staff performance monitoring
- Ensure cleanliness, safety, and hygiene standards are maintained in guest areas
- Assist with promotions, events, and loyalty program execution
Requirements
- Minimum 3 years of experience in customer service or hospitality, preferably in KTV, F&B, or entertainment industry
- Some supervisory or team lead experience preferred
- Strong communication and interpersonal skills
- Positive attitude, reliable, and able to work well under pressure
- Flexibility to work evenings, weekends, and public holidays
- Proficiency in English and Mandarin preferred
- Basic familiarity with POS systems and booking software is a plus