Job Summary:

As the Experience Centre Manager at Lumbini Ceramics Limited, you will ensure the smooth operation and maintenance of our Experience Centre, providing exceptional customer service and optimizing overall performance. You will oversee administrative tasks, manage customer interactions, and analyze performance to enhance customer satisfaction and operational efficiency.

Responsibilities:

1. Experience Centre Administration and Maintenance:

Ensure the Experience Centre is well-maintained, clean, and presentable at all times.

Oversee daily operations and handle any administrative tasks as required.

Manage inventory and order supplies to meet the Centre’s needs.

2. Customer Care:

Respond to customer care emails and calls promptly and professionally.

Address customer inquiries, concerns, and feedback efficiently.

Maintain accurate records of customer interactions and follow-up actions.

3. Customer Coordination and Feedback:

Coordinate with customers post-visit to gather feedback, address queries, and assess conversion status.

Implement feedback mechanisms to improve customer experience and satisfaction.

Track and analyze customer feedback to identify trends and areas for improvement.

4. Customer Allocation:

Allocate customers to Experience Centre representatives based on availability and expertise.

Ensure a balanced workload among representatives to optimize customer service

5. Performance Analysis and Reporting:

Analyze performance reports of Experience Centre representatives to understand individual conversion rates and effectiveness.

Compile and share detailed reports with management, highlighting key metrics and insights.

Suggest actionable improvements based on report analysis to enhance overall performance.

6. Staff Attendance and Coordination:

Maintain accurate attendance records of all Experience Centre staff.

Monitor staff punctuality, absences, and overall attendance trends.

Coordinate with HR for any staffing issues or requirements.

Qualifications:

1. Bachelor’s degree in Business Administration, Hospitality Management, or a related field.

2. Proven experience in customer service, administration, or a managerial role.

3. Strong organizational and multitasking skills.

4. Excellent communication and interpersonal abilities.

5. Proficient in MS Office and customer service software.

6. Analytical mindset with the ability to interpret data and generate reports.

7. High attention to detail and problem-solving skills.

Work Environment:

This position requires a flexible schedule, including weekends and holidays, as per the Centre’s operatonal hours. The role involves both office-based tasks and active floor management within the Experience Centre.

Experience Center Manager

Lumbini Ceramics Limited