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.
協(xié)助客服經(jīng)理最大限度服務(wù)公司整體商業(yè)發(fā)展規(guī)劃,確保項(xiàng)目經(jīng)營指標(biāo)順利達(dá)成,代表公司與租戶維持順暢的溝通,協(xié)同工程部、保安部、保潔部、市場部等部門,提高項(xiàng)目整體服務(wù)水平和客戶滿意度,確保項(xiàng)目租金收繳率、客戶口碑、續(xù)租及長期租賃意愿的提升。同時通過與租戶的持續(xù)溝通和經(jīng)營及市場數(shù)據(jù)分析,為招商、市場及公司整體決策提供依據(jù)。
? Assistant departmentmanager- Fully assist the service manager of the daily job.
? 協(xié)助部門負(fù)責(zé)人 - 全面協(xié)助部門經(jīng)理進(jìn)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
? 針對場內(nèi)VIP舉辦主題會員沙龍;進(jìn)行會員沙龍洽談、邀約、場地舉行;會員沙龍/會員活動復(fù)盤/后續(xù)返場消費(fèi)報(bào)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).
? 協(xié)助項(xiàng)目負(fù)責(zé)人收集分析租戶需求,制定招商、市場和客戶關(guān)系管理計(jì)劃
? VIP and customer loyalty-Responsible for member recruit, membership maintain, member satisfaction.
會員以及VIP會員招募,會員維護(hù),會員滿意度調(diào)查。
? Track all important eventof tenant to provide the corresponding services.
? 跟蹤租戶的整個生命周期里面的重要事件,提供相應(yīng)服務(wù)并對租戶管理相關(guān)流程和標(biāo)準(zhǔn)的優(yōu)化提出建議
? Dealing with any emergencyand complaint
? 處理在經(jīng)營管理過程中的重大突發(fā)事件和客戶投訴,及時制定維護(hù)方案和執(zhí)行計(jì)劃
? Track tenant fees charged跟蹤租戶各項(xiàng)費(fèi)用的收取
? Make good communicationwith tenants of supporting of business marketing activities, brand activitiesin the project.溝通協(xié)調(diào)租戶,支持商業(yè)市場活動、品牌活動在項(xiàng)目的落地
? Analysis of customersatisfaction index and report to director of operations.分析客戶滿意度指標(biāo)結(jié)果,識別提升領(lǐng)域并向運(yùn)營總監(jiān)提供及時的反饋
? Tract the whole rental toimprove the loyalty and make the chance of farther cooperation. 實(shí)施客戶生命周期跟蹤,提高客戶忠誠度的同時創(chuàng)造新的合作機(jī)遇
? Cooperate with marketingto coordinate the relative issues.
根據(jù)集團(tuán)總部關(guān)于品牌形象的要求,協(xié)調(diào)相關(guān)部門處理公共關(guān)系和事務(wù)
? Training-Staff daily jobtraining, emergency case training
員工日常工作培訓(xùn),緊急預(yù)案培訓(xùn)
? Manage the performance ofsubordinates through goal setting, process tracking and results management.
通過目標(biāo)設(shè)定、過程追蹤和結(jié)果管理,對下屬員工的績效進(jìn)行管理
? To keep excellentperformance employees and employees in key position
配合公司建立優(yōu)秀的企業(yè)文化以保留優(yōu)秀績效員工和關(guān)鍵崗位員工
Core Competencies:??????????????????????????????????????????
核心競爭力
1.?????????The rate of fee collection of rent and property management?租金與物管費(fèi)收繳率
2.?????????Customer satisfaction客戶滿意度
3.?????????VIP customers? activities VIP及大客戶服務(wù)及沙龍活動
4.?????????Shopping mall membership activities商場會員活動
5.??????????Number of mall members商場會員數(shù)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)
大學(xué)本科及以上學(xué)歷,營銷、公共關(guān)系或行政管理等相關(guān)專業(yè)(或者在大型商業(yè)廣場/寫字樓物業(yè)/國際五星酒店客戶服務(wù)方面擁有豐富工作經(jīng)驗(yàn))
? ?Have professional knowledge of customer relationshipmanagement, customer complaint management, customer satisfaction management,etc
具備客戶關(guān)系管理、客戶投訴管理、客戶滿意度管理等專業(yè)知識
?? At least 5 years working experience in shoppingmall、office or international five star hotel,including at least 2 years working experience as department head?
五年以上購物中心、寫字樓或國際五星級酒店相關(guān)工作經(jīng)驗(yàn),其中1年以上部門負(fù)責(zé)人崗位經(jīng)歷