客户服务主管/Customer Service Executive
玛花纤体/史云逊护发
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：美容/保健
职位信息
- 发布日期：2012-08-02
- 工作地点：北京
- 招聘人数：若干
- 工作经验：二年以上
- 学历要求：本科
- 语言要求：英语良好
- 职位类别：客服主管(非技术) 客户关系经理/主管
职位描述
工作职责：
？ 负责监测、评估店铺日常运营和客户服务流程
？ 负责店铺定期的审核与评估,为遇到的问题提供最佳解决方案
？ 确保店铺工作在统一的服务水平,努力并尽可能超越顾客的期望
？ 分析客户的状况和满意度水平并藉此做出相应的分析报告
？ 积极处理客户的投诉并主动跟进解决
？ 指引店铺的员工服务标准达致客户满意
？ 协助管理层或其他部门主管的特殊项目
？ 在市场细分和沟通差异上保持领先的水平/在必要时提供给管理层
？ 协助收集业务需求和分析各项活动来促进持续改进
？ 愿意经常出差,占总工作时间50%以上
职位要求：
？ 2年以上相关工作经验
？ 商业、管理或市场营销专业本科以上学历
？ 具有服务、快速消费品行业市场营运工作经验,咨询公司工作经验优先考虑
？ 具有客户服务活动经验
？ 具备领导才能
？ 具备清晰、简洁的表达能力
？ 具备承压能力
？ 具备提供培训的能力
？ 具有较强的满足顾客需要的知识
行为特质：
？ 正直、注重细节、友好,礼貌和圆滑的态度
？ 独立、成熟，有很强的自主、沟通协调和人际交往能力
？ 具备领导才能
？ 较强的分析、执行能力
？ 精通普通话和英语
Duties and Responsibilities:
？ Responsible in monitoring, evaluating and assessing centre’s daily operations and customer service procedures
？ Responsible in regular and monthly centre’s audit and assessment, thereafter provide resolution for any problem encountered using the best practice guidelines
？ Ensure centre work within agreed service levels, striving to exceed customer expectations wherever possible
？ Analysing customers’ situation and satisfaction level base on statistic and all related information thereafter produce an appropriate analysis report
？ Taking ownership of customer’s complaints and queries proactively follow through to resolution
？ Developing and mentoring centre’s staffs to meet the customer service requirements
？ Assisting management or department head with any assigned special projects
？ Maintaining advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to management when necessary
？ Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
？ Willing to travel frequently, at least 50% of total working times
Qualifications, Experience and Skills：
？ Above 2 years related working experience
？ Preferably holding a bachelor’s degree in business, management studies or marketing
？ Strong experience in marketing or operations in FMCG or service industry, experience in consulting company preferred.
？ Experience in Customer Service activities
？ Possess natural leadership qualities
？ Ability to present information in a clear & concise way
？ Ability to work well under pressure
？ Ability to provide training
？ Possess strong knowledge of customers’ needs and delight
Behavioural Traits：
？ Integrity, attentive to details, friendly, polite and tactful attitude
？ Independent, mature and with strong self-initiative, coordination, communication and interpersonal skills
？ Possess natural leadership qualities
？ Strong analytical and execution capabilities
？ Excellent in Mandarin Chinese and English
？ 负责监测、评估店铺日常运营和客户服务流程
？ 负责店铺定期的审核与评估,为遇到的问题提供最佳解决方案
？ 确保店铺工作在统一的服务水平,努力并尽可能超越顾客的期望
？ 分析客户的状况和满意度水平并藉此做出相应的分析报告
？ 积极处理客户的投诉并主动跟进解决
？ 指引店铺的员工服务标准达致客户满意
？ 协助管理层或其他部门主管的特殊项目
？ 在市场细分和沟通差异上保持领先的水平/在必要时提供给管理层
？ 协助收集业务需求和分析各项活动来促进持续改进
？ 愿意经常出差,占总工作时间50%以上
职位要求：
？ 2年以上相关工作经验
？ 商业、管理或市场营销专业本科以上学历
？ 具有服务、快速消费品行业市场营运工作经验,咨询公司工作经验优先考虑
？ 具有客户服务活动经验
？ 具备领导才能
？ 具备清晰、简洁的表达能力
？ 具备承压能力
？ 具备提供培训的能力
？ 具有较强的满足顾客需要的知识
行为特质：
？ 正直、注重细节、友好,礼貌和圆滑的态度
？ 独立、成熟，有很强的自主、沟通协调和人际交往能力
？ 具备领导才能
？ 较强的分析、执行能力
？ 精通普通话和英语
Duties and Responsibilities:
？ Responsible in monitoring, evaluating and assessing centre’s daily operations and customer service procedures
？ Responsible in regular and monthly centre’s audit and assessment, thereafter provide resolution for any problem encountered using the best practice guidelines
？ Ensure centre work within agreed service levels, striving to exceed customer expectations wherever possible
？ Analysing customers’ situation and satisfaction level base on statistic and all related information thereafter produce an appropriate analysis report
？ Taking ownership of customer’s complaints and queries proactively follow through to resolution
？ Developing and mentoring centre’s staffs to meet the customer service requirements
？ Assisting management or department head with any assigned special projects
？ Maintaining advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to management when necessary
？ Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
？ Willing to travel frequently, at least 50% of total working times
Qualifications, Experience and Skills：
？ Above 2 years related working experience
？ Preferably holding a bachelor’s degree in business, management studies or marketing
？ Strong experience in marketing or operations in FMCG or service industry, experience in consulting company preferred.
？ Experience in Customer Service activities
？ Possess natural leadership qualities
？ Ability to present information in a clear & concise way
？ Ability to work well under pressure
？ Ability to provide training
？ Possess strong knowledge of customers’ needs and delight
Behavioural Traits：
？ Integrity, attentive to details, friendly, polite and tactful attitude
？ Independent, mature and with strong self-initiative, coordination, communication and interpersonal skills
？ Possess natural leadership qualities
？ Strong analytical and execution capabilities
？ Excellent in Mandarin Chinese and English
公司介绍
玛花纤体源自瑞士，24年来玛花纤体一直坚持全天然的纤体方法，以无需针药，无需挨饿，无需运动的理念致力于为全世界女性塑造完美身材，实现美丽的梦想。玛花纤体1986年正式进入亚洲市场，成立至今，在瑞士、香港、新加坡、马来西亚、泰国等全球十多个国家和地区拥有超过100家自营纤体中心，聘有多位纤体师。玛花纤体在中国北京、上海、广州等22个城市共设54多家分店，为扩展中国内地的业务需要，玛花纤体诚邀以下专业人士加入玛花，共创美丽。
公司网址：www.mariefrance.com.cn
公司网址：www.mariefrance.com.cn