Customer Service Manager

Asia Exchange Sdn Bhd – Lake Tekapo, South Island Tenet Limited is one of the largest holiday accommodation providers in Lake Tekapo, specialising in lake-view holiday home and apartment rentals. We currently manage 35+ guest rooms across our property portfolio. Since establishment, our annual room night occupancy has grown consistently and rapidly. Lake Tekapo continues to grow in global popularity, keeping our daily operation busy year-round, with peak season visitor volume exceeding 60 guests per day. Due to ongoing business expansion, we are now seeking an experienced Customer Service Manager with hands-on experience in online system maintenance & updates and offline customer promotion to join our local team. This is a full time permanent position with guaranteed 30 working hours per week The main job responsibilties include but not limit to: Act as the key point of contact for guests, contractors and internal teams, oversee daily cross-party communication and business coordination to ensure smooth operational workflows. Oversee contractors’ on-site work arrangements and ensure full compliance with workplace health and safety (WHS) standards for all rental properties. Maintain and update the company’s internal Operation System, manage system functions and third-party data integration, and unify external service providers under systematic management to reduce manual operational workload. Deliver regular customer service training, standardise staff service behaviours and unified service standards, and improve overall guest service quality. Integrate online and offline services to deliver consistent high-quality guest experiences during peak seasons. Take full charge of end-to-end guest complaint handling and service recovery. Efficiently resolve high-volume on-site guest enquiries and complaints in peak periods and implement targeted service improvement solutions. Address complaints across all online booking platforms, review service issues and optimise operational processes. Continuously improve guest satisfaction and maintain the company’s online reputation and brand image. Support daily property operations, oversee door access and key management, and arrange routine facility maintenance. Conduct regular on-site inspections and operational checks across all accommodation sites. Maintain effective communication with all stakeholders, timely update operational notices and service adjustments, and ensure efficient internal and external information delivery. Provide front-desk and administrative backup as required, support daily office operations and coordination, and relieve heavy reception pressure during peak tourist seasons. Maintain cooperative relationships with external partners and major online booking platforms, collect platform and guest feedback, and optimise service strategies accordingly. Regularly create and update seasonal local travel content to support marketing promotion and enhance property competitiveness and attractiveness. To be successfull, you will need to: NZQA Diploma or above qualification ORAt least 2 years of work experience Strong management skill and team working Has a positive and wiling attitude to learn fluent in both Mandarin and English preferred #J-18808-Ljbffr