职位&公司对比

职位详情

• 北京
• 5-10年
• 本科

• 不含销售的客服工作
• 接待处/咨询台客服
• 正常工作制
• 办公室坐班
• 商业地产
• vip客服

Major Responsibilities and Objectives: ·Assist the Assistant Director-Marketing in establishing and formulating customer service team systems and training programs to enhance the team's professional skills and service level. ·Lead the customer services team to provide high-quality customer service and maintain the company's professional image. ·Collaborate with the CRM team to participate in the formulation and development direction of the VIP membership program, design and implement VIP loyalty enhancement plans akanzhunnd customer services strategies to improve customer satisfaction and loyalty. ·Build and manage the customer services team to enhance team来自BOSS直聘 stability and enthusiasm, and strengthen team collaboration. ·Establish and improve the management processes and systems of the customer services team, and supervise their strict implementation. ·Participate in and guide the work of front-line customer services staff, handle customer complaints and issues, and ensure timely and effective solutions are provided. ·Regularly collect and analyze customer feedback to improve service processes and enhance customer experience. ·Provide front-line support for various marketing直聘 plans, promotional activities, and public relations activities of the marketing department, and cooperate in completing gift inventory management. ·Assist in promoting various marketing activities and roadshows of the marketing department. ·Conduct market surveys, competitive product analysis reports, and integrate consumer feedback. Skills, Qualifications and Experience Requirements ·Bachelor's degree or above. ·At least 5 years of relevant work experience in customer services or the service industry, with more than 3 years of customer service management experience in international brands or shopping mall, or VIP management service experience preferred. ·Strong team collaboration skills, proficient in customer management and maintenance procedures. ·Strong affinity, proactive in work, and well-groomed. ·Excellent English listening, speaking, reading, and writing skills, with ·English as a working language. ·Ability to work under high pressure and cooperate with overtime when necessary. ·Proficient in using PCs and MS Office etc. Competencies ·Ensures Accountability-Strong sense of accountability and ownership towards commitments, and the ability to establish clear responsibilities for measuring results. ·Decision Quality-Decisive leader who can make firm and timely decisions. ·Drives for Results-Self-driven go-getter who is result-oriented and powers through tough situations. ·Builds Effective Teams-Excellent team leader who can juggle skills and perspectives to achieve team goals. ·Drives Engagement-Ability to engage team members to perform at their best potential and achieve deliverables. ·Optimises Work Process-Optimiser who can set up efficient and sustainable processes to carry out departmental projects. ·Cultivates Innovation-Changemaker who loves to innovate and think up new and better ideas for the Company’s success. ·Situational Adapbosstability-Quick and proactive in adapting to changes in work demands and situations. ·Business Acumen-Adept business, financial, and market knowledge; able to make business decisions and advance the Company’s goals. 主要职责和目标： ·协助市场部副总监建立并制定客服团队制度及培训工作、培训计划，提升团队的专业技能和服务水平； ·带领客服团队为顾客提供优质的客户服务，维护项目良好的形象； ·联动CRM团队，参与VIP会员计划的制定和发展方向，设计和实施VIP会员的忠诚度提升计划及客户服务策略，以提升客户满意度和忠诚度； ·进行客服团队建设与管理，提升团队稳定性与积极性，增强团队协作； ·建立并完善客服团队的管理流程制度，监督其严格执行； ·参与并指导客服前线员工工作，处理客户的投诉和问题，确保及时给出有效的解决方案； ·定期收集和分析客户反馈，以改进服务流程和提升客户体验； ·为市场部各项推广计划、促销活动和公关活动提供前线支持，配合完成礼品的库存管理； ·协助推进市场部的各项推广活动及路演等； ·进行市场调查、竞品分析报告，整合消费者反馈意见等工作。 技能、资格和经验要求： ·本科及以上学历； ·具有5年以上客服或服务业的相关工作经验，有国际品牌或购物中心3年以上的客户服务管理工作经验或VIP管理服务经验者优先； ·团队协作能力强，精通客户管理及维护程序； ·亲和力强，对工作积极主动，仪容仪表端正； ·优秀英文听说读写能力，英文可作为工作语言； ·能够在较高的压力下工作，必要时配合加班； ·熟练运用PC和MS Office 软件。 能力要求： ·确保承担责任: 拥有强烈的责任心和使命感，能制定清晰的职责和指标来衡量工作成果。 ·决策质量: 能及时和果断地做出明确的决策。 ·追求结果: 有自我推动力、冲劲和进取心，以结果为导向，即使在艰难的情境下也能达成目标。 ·建设高效团队: 有优秀的团队管理能力，能熟练运用不同的技巧和视角管理团队成员，以达成团队目标。 ·提升敬业度: 能激励团队成员发挥最大潜力，实现个人绩效目标。 ·优化工作流程: 能建立有效和可持续的工作流程，帮助完成部门工作。 ·培育创新: 勇于创新和变革，能提出全新和更好的想法，帮助公司迈向成功 情景适应能力: 能快速和主动地应对工作要求和情境的变化。 ·商业敏锐度: 拥有娴熟的商业、财务和市场知识，能够做出正确的商业决策，推动达成公司目标。