Responsibilities 工作职责 Team Leadership 团队领导能力 The Team Leader co-ordinates with Management to 团队领导与管理层的协作 Supervise the Client Service Associates ensuring that they perform their job duties to a high standard at all times 监督中心客服专员日常工作,确保能高标准地履行工作职责 Assist management with operational training as required 协助管理层进行必要的操作培训 Manage the general procedures and carry out checks concerning: 管理基本业务程序并对以下方面进行检查: the Client face-to-face and telephone interaction 与客户现场或电话沟通能力 Telecommunication operation, features and capabilities 电话沟通技巧操作能力 Supervise the cleaning and maintenance program 监督中心的日常清洁和维护计划
General Duties 基本职责 Greets and handles in-house guests 接待服务中心客户 Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests an/or potential clients’ needs or queries 通过预测和响应客人或潜在客户的需求或询问,在前台保持高度的警觉性和专业性 Ensures a continuity of presence at all reasonable times at the workstation area 保证在所有合理时间里都出现在这个工作区域 Coordinates conference room bookings, refreshments for meetings 协调中心会议室预订工作 Assists with stationery control, office equipment maintenance and purchase of supplies 协助文具管理、办公设备维护和用品采购 Supports other team members in performing duties and achieving work objectives 支持其他团队成员履行职责并实现工作目标 Handles client inquiries and refers to Management where required 处理客户咨询,必要时向管理层咨询 Other duties from time to time as designated by the General Manager or Director 总经理或总监指定的其他职责
Customer Service 客户服务 Establishes and offers input on improvement to service standards 建立并提供改进服务标准的投入 Carries out duties and interactions with clients in a professional manner at all times 始终以专业的方式履行职责并与客户互动 Ensures that the Centre’s service standards are maintained at all times 确保始终保持中心的服务标准 Ensures that clients’ requests and demands are responded immediately and met to the best of your professional ability. This include handling of inquiries, complaints and feedback’s 确保客户的请求和要求立即得到响应,并尽您的专业能力得到满足。这包括处理询问、投诉和反馈 Develop rapport and professional business relationships with fellow colleagues and clients 与同事和客户建立融洽的专业业务关系 Basic English is preferred 有英文基础者优先 Hotel working experience is preferred 酒店行业经验者优先