Member Services Manager

- Responsible for daily member service activities including but not limited to answering customers' questions, resolving issues, and maintaining customer satisfaction by providing problem-solving resources- Keep informed about activities and events at the site and respond accurately and promptly to member inquiries or service requests to increase member engagement- Investigate and resolve customer problems/complaints, and maintain accurate records of discussions or correspondence with customers- Develop and improve customer service procedures, policies, and standards- Improve customer service quality outcomes through surveys, evaluations, adjustments of processes, communication of service metrics, monitoring, and analysis of results.- Contribute customer service information and recommendations to strategic planning and reviews- Determine customer service needs by maintaining contact with customers and visiting operational environments- Produce weekly/monthly member service reports for senior management- Education requirement: Bachelor's degree in business, marketing, or related fields with at least 8 years of working experience in membership/customer service, preferably in tourism/hospitality/FMCG industries- Ability to demonstrate confidence, patience, politeness, tact, and diplomacy when handling difficult situations- A track record of acquiring and retaining memberships is a strong plus- Proactive, organized, detail-oriented, and capable of independent work in a fast-paced environment- Good team player with excellent interpersonal and problem-solving skills- Excellent oral and written communication skills in both English and Chinese- Proficient in Microsoft Word, Excel, and PowerPoint