北京招聘

POSITION: Customer Service Officer
LOCATION: Beijing

RESPONSIBILITIES:
- Provide after-sales service to mainland Chinese customers for any products sold from DFS stores:
a. Answer inquiries on both pre-sales and after-sales, answer any questions regarding DFS, give advice and guidance to inquiry customers;
b. Coordinate with overseas DFS stores to provide refund, exchange and/or repair services to Chinese customers
- Organize after-sales products, documents and materials correctly and timely, including:
a. After-sales forms
b. Refund forms
c. Kingdee system registration for both in and out
d. Daily report and monthly report on after sales services
- Responsible for customer complaints, report to relevant divisions, and keep records
- Follow-up and inter-act with customers
- Office administration work
a. Receive daily phone calls and office visitors
b. Receive and distribute office letters, couriers, newspapers etc.
c. Maintain office facilities, order stationary and supply
- Other projects and tasks assigned by department head

POSITION REQUIREMENTS:
- Colleague degree, 3+ years customer service experience, luxury product knowledge is a plus
- Reliable and team work spirit
- Good language communication skills, coordination and persuasion ability
- Ability to handle emergency
- Well organized, attentive, patient, and proactive
- Standard mandarin speaking, with good English foundation (Grade 4)
- Familiar with office software

If you are interested in this position, please send your CV in both Chinese and English with a recent photo to: recruit.sh@dfs.com


工作职责
- 为所有DFS店内售出的物品在中国大陆地区提供相应的售后服务
a. 负责售前、售后的咨询电话，解答客人任何有关DFS的咨询，对客人起到指导和建议的作用
b. 与DFS各地店铺协作，提供所售商品的退换货及维修服务
- 及时正确地整理售后服务的相关文件，并进行归档及物品的整理
a. 售后服务表格的填写与归档
b. 退款相关表格的填写与归档
c. 售后金蝶系统的入库与出库登记
d. 制作日报，月报
- 处理客人的投诉，做好相关的记录，并及时向相关地区反映
- 跟踪售后信息的反馈，负责有投诉情绪顾客的回访工作
- 办公室行政工作
a. 接听公司总机电话，接待访客
b. 收取并分发公司人员的快递，包裹，信件，报刊杂志
c. 维护办公设备，预订文具及办公用品
- 部门主管分配的其他项目和任务

职务要求:
- 专科学历，3年以上客服相关经验，具奢侈品行业服务经验者优先
- 具有良好的语言沟通、协调能力与说服力
- 善于处理突发事件
- 认真责任，具有团队合作精神
- 做事有条理、细心、耐心、工作积极主动
- 普通话标准，有良好的英语基础（四级）
- 熟练运用办公室软件

有意者请将您的中英文简历及近照发送至：recruit.sh@dfs.com

DFS环球免税集团，奢侈品旅游零售业的行业领导者，拥有超过50年的行业经验！成立于1960年的DFS环球免税集团发展至今在全球已拥有超过150家店面。今天的DFS，年销售额超过二十亿美元，在14个国家和地区的18个机场运营着43家特许经营店，14家大型市内专营世界精品的免税店，员工总数超过6500人，其中200位采购专家在全球范围内搜寻着最优质的商品。

1997年，LVMH获取DFS 62%的股份，从而使DFS以无可比拟的优势进入其旗下各顶级品牌。2004年，DFS将全球总部迁至香港，以便我们更加接近在亚太地区和中国大陆最有价值的市场，更好地实现我们对于这个地区消费者的承诺和未来市场的开发。

DFS高效率的店铺运营，众所周知的高水准个性化服务，100%全球范围品质保证无不证明着我们对于消费者的承诺：您的满意就是我们最重要的目标！DFS无可比拟地拥有众多奢侈品零售品类中最顶级的品牌，超过25个美容品牌，15个奢侈表类，25个奢侈精品。我们和75个品牌建立着良好的合作关系，这一数目每年都随着我们不断引进的新兴品牌而增长，使得DFS各地店铺内都拥有当今最时尚最热门的品牌及商品组合。

海南迪丰零售有限公司是由香港DFS公司在中国海南省海口市投资的外商独资企业。2005年伊始，DFS和海南美兰国际机场签署协议，取得了新、旧国内候机楼商品零售的独家经营权，并接管了原海口机场免税品公司的6家百货商店，逐一重新进行了装修。现在我们在海口机场经营三类商店：百货店、奢侈品店及租赁店。

DFS, the market leader in the Luxury Travel Retail industry, is now with over 50 years of experience! Founded in 1960, DFS has grown to over 150 stores worldwide. Today, DFS operates 43 airport concessions in 18 airports, and over 14 downtown stores, operating in 14 countries or territories.

DFS employs over 6,500 employees, with 200 expert buyers sourcing the finest products around the globe. With LVMH acquired a 62% stake in DFS, DFS has gain unparalleled access to the LVMH brand portfolio. In 2004, DFS moved its worldwide headquarters to Hong Kong to be closer to our most valuable markets in Asia Pacific and Mainland China, strengthening our commitment to the consumer and development of future markets in the region.

DFS executes in its stores with operational excellence, and is known the world over for the high level of service and individual attention our customers receive, our 100% worldwide guarantee stands as a testament to our commitment that customer satisfaction is our most important goal. DFS has unparalleled access to the world’s finest brands across all luxury retail categories. We have access to over 25 Beauty brands, over 15 Luxury watch makers, and more than 25 Luxury branded boutiques. We posses over 75 brand relationships, and are continuing to grow that number by introducing emerging brands every year, keeping DFS stores and assortments fresh with today’s hottest brands and products.

Hainan DFS Retail Company Limited is the subsidiary of DFS Hong Kong Limited, a wholly foreign owned enterprise (WFOE) registered in Haikou city, Hainan province. In 2005, DFS signed off a contact with Hainan Meilan International Airport (HMIA) for operating and managing all the retail facilities in the existing and new extension domestic passenger terminal. We took over six grocery shops from HMA as of March 15, 2005 and renovated the stores one by one. Now we have three different types of stores in the airport, i.e. grocery, luxury and lease shops.