购物中心客服副经理

Assist customermanager to serve the company's overall business development planning maximallyto ensure the achievement of project business indicators, successfully.
Maintainsmooth communication with tenants on behalf of the company, cooperate withengineering department, security department, cleaning department, MarketingDepartment and other departments to improve the overall service level of theproject and customer satisfaction, and ensure the improvement of project rentcollection rate, customer reputation, renewal of lease and long-term leaseintention.
At thesame time, through continuous communication with tenants and analysis ofoperation and market data, to provide basis for investment, market and thecompany's overall decision.
协助客服经理最大限度服务公司整体商业发展规划，确保项目经营指标顺利达成，代表公司与租户维持顺畅的沟通，协同工程部、保安部、保洁部、市场部等部门，提高项目整体服务水平和客户满意度，确保项目租金收缴率、客户口碑、续租及长期租赁意愿的提升。同时通过与租户的持续沟通和经营及市场数据分析，为招商、市场及公司整体决策提供依据。
Assistant departmentmanager- Fully assist the service manager of the daily job.
协助部门负责人 - 全面协助部门经理进行日常工作
Hold a theme membershipsalon for VIP in the venue; Conduct member salon negotiation, invitation andvenue; Member salon/member activity resumption/subsequent return consumptionreport production
针对场内VIP举办主题会员沙龙；进行会员沙龙洽谈、邀约、场地举行；会员沙龙/会员活动复盘/后续返场消费报表制作
Assist the project managerto collect analysis of the tenant needs to make the plan of investmentpromotion, marketing and customer relationship management (CRM).
协助项目负责人收集分析租户需求，制定招商、市场和客户关系管理计划
VIP and customer loyalty-Responsible for member recruit, membership maintain, member satisfaction.
会员以及VIP会员招募，会员维护，会员满意度调查。
Track all important eventof tenant to provide the corresponding services.
跟踪租户的整个生命周期里面的重要事件，提供相应服务并对租户管理相关流程和标准的优化提出建议
Dealing with any emergencyand complaint
处理在经营管理过程中的重大突发事件和客户投诉，及时制定维护方案和执行计划
Track tenant fees charged跟踪租户各项费用的收取
Make good communicationwith tenants of supporting of business marketing activities, brand activitiesin the project.沟通协调租户，支持商业市场活动、品牌活动在项目的落地
Analysis of customersatisfaction index and report to director of operations.分析客户满意度指标结果，识别提升领域并向运营总监提供及时的反馈
Tract the whole rental toimprove the loyalty and make the chance of farther cooperation. 实施客户生命周期跟踪，提高客户忠诚度的同时创造新的合作机遇
Cooperate with marketingto coordinate the relative issues.
根据集团总部关于品牌形象的要求，协调相关部门处理公共关系和事务
Training-Staff daily jobtraining, emergency case training
员工日常工作培训，紧急预案培训
Manage the performance ofsubordinates through goal setting, process tracking and results management.
通过目标设定、过程追踪和结果管理，对下属员工的绩效进行管理
To keep excellentperformance employees and employees in key position
配合公司建立优秀的企业文化以保留优秀绩效员工和关键岗位员工
Core Competencies:
核心竞争力
1. The rate of fee collection of rent and property management 租金与物管费收缴率
2. Customer satisfaction客户满意度
3. VIP customers activities VIP及大客户服务及沙龙活动
4. Shopping mall membership activities商场会员活动
5. Number of mall members商场会员数量
Collegedegree or above, major in marketing, public relations or administrativemanagement (or rich work experience in large commercial plaza/office buildingproperty/international five star hotel customer service)
大学本科及以上学历，营销、公共关系或行政管理等相关专业（或者在大型商业广场/写字楼物业/国际五星酒店客户服务方面拥有丰富工作经验）
Have professional knowledge of customer relationshipmanagement, customer complaint management, customer satisfaction management,etc
具备客户关系管理、客户投诉管理、客户满意度管理等专业知识
At least 5 years working experience in shoppingmall、office or international five star hotel,including at least 2 years working experience as department head
五年以上购物中心、写字楼或国际五星级酒店相关工作经验，其中1年以上部门负责人岗位经历