主要工作职责：

Key Responsibilities:

1) 编制客户服务的工作目标及计划，并分解落实。

Develop customer's service objective and plan, analyze and put it into practice.

2) 定期巡场，发现购物中心客服质量的不足,调研其他商场的管理经验及优势；

Regularly patrol the mall, and find out the quality problems of customer's service , learn from other mall’s management experience and advantages

3) 定期培训客服人员（接待礼仪、询问话术、专业知识等），收集典型服务案例,分析客户群心理,以提高其业务素质及服务水准。

Regularly conduct trainings for customer service's staff (reception etiquette, inquiry skills, and professional knowledge etc.). Gather the best service practice and conduct psychological analysis of customer groups to improve their service quality and service standard.

4) 安排客服人员的班次，考勤和业绩考核工作及与其他相关部门的工作衔接和配合。

Arrange customer service staff shifts, check their work by their work attendance and performance assessment, cooperate with other relevant departments.

5) 制定卖场顾客投诉受理规定标准并负责其监督与实施；根据相应法规，行规，执行各大类商品的售后服务(退换货)标准并负责标准的监督与实施。

Develop cusomer's complaints acceptance standard, and be responsible for its monitoring and implementation; Implement after-sales service standard（return and/or exchange merchandise）of each category in accordance with relevant laws and regulations, and be responsible for its monitoring and implementation.

6) 负责接待并妥善解决顾客以各类方式(来访、致电、广播稿等方式)对购物中心的商品，人员服务、公共设施位置、品牌商铺等各方面的问询与投诉。

Be responsible for receiving and properly solve the customers' inquiries and complaints which are made by different ways (visiting or calling, etc.) about the goods, personnel services, location of public facility and brand shops.

7) 负责协调解决由工商，消保委介入的顾客投诉及其后续问题。

Responsible for the coordination and follow-up of customer's complaints involved by the commerce committee and Consumer Protection Committee.

8) 维护与政府部门的关系

Maintain the relationship with the government.

9) 其他由上级分配的工作任务

Other tasks assigned by the superior.

任职要求

Qualification：

1) 大学本科及以上学历

Bachelor or above

2) 专业：公共关系、电子商务或其它相关专业

Major: Public Affairs, e-commerce and other related major is preferred.

3) 5年以上商场百货、购物中心工作经验，其中2年经理或者类似职位经验。

Above 5 years’ experience in the department store or shopping mall, including 2 years in manager level or in other similar position.

4) 具有2年以上大型零售商场客服管理工作经验者优先；对客户服务工作有较深刻认知；有较强的分析、应变能力，沟通协调能力强，处理事务简练、高效；洞悉客户心理，高度的工作责任心。

2 years’ experience in customer service management in large retail shopping malls will be preferred. Have profound knowledge about customer service. Strong analysis, highly adaptive to the outside world, with good communication and coordination skills. Work efficiently, and have insight about customer’s psychology and with highly responsibility.

5) 良好的沟通协调、谈判技巧

Good skills in communication and negotiation

6) 善于促进团队合作

Good skills in team work

7) 善于发展员工潜能

Good skills in developing employees’ potential

8) 英语听说读写熟练

Fluent English listening, speaking, reading and writing

9) 熟练word, Excel, PowerPoint等办公软件

Be good at Word, Excel, PowerPoint, etc.

上班地址：陆家嘴西路168号正大广场B1F