About the job

About Lumbini Ceramics:

Lumbini Ceramics Limited is a premium manufacturer of tiles with the mission of being the most preferred Brand in Nepal as a quality focused solution provider for architects and consumers alike. Lumbini Ceramics is setting up Nepal’s first and only GVT tiles plant and a Ceramic Wall tiles plant with a combined capacity of 8.2million Sqm or 9 crores sqft of combined production capacity. This plant will be the highest investment in this industry of its kind and will create direct employment to 400 people and 150 people indirectly. 

Job Summary:

As the Experience Center 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 Center Administration and Maintenance:

• Ensure the Experience Center 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 Center’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 Center 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 Center 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 Center staff.
• Monitor staff punctuality, absences, and overall attendance trends.
• Coordinate with HR for any staffing issues or requirements.

Qualifications:

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
• Proven experience in customer service, administration, or a managerial role.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal abilities.
• Proficient in MS Office and customer service software.
• Analytical mindset with the ability to interpret data and generate reports.
• High attention to detail and problem-solving skills.