上海招聘

职位描述：
Team Development
? Maintain key accountability for team member performance and quality, identifying and developing strengths and opportunities for improvements. Grow, develop the team and motivate individuals.
? Ensuring the team is working to their full potential and work is distributed evenly.
? Foster a team environment in line with company code of conduct and ensure overall behavior expectations are met.
? Monitoring the Concierges’ work to ensure adherence to procedures, quality and business objectives.
? Provide advice, technical expertise, training and guidance for the team.
? Responding to escalated queries from customers and team members, as the initial point of contact.
? Actively participate in team meetings and team building activities.
? Build strong teams to support a global network and customer promise.

To Enhance Customer Experience
? Understand the needs of a customer to be able to motivate and assist the team.
? Drive a customer service focus with the ability to pass on best practice knowledge to the team.
? Drive adherence to performance/servicing improvement. Reducing the number of escalations and improving customer satisfaction within the team through coaching, feedback, recommendations for improvement
? Provide overflow servicing to member customers through various delivery channels (via, phone, email, and web requests) during busy periods to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.
? Deliver on client value propositions while providing a seamless customer service experience when dealing with other departments.
? Maintain a customer centric environment in which the team operates and encourage individuals to strive for exceeding customers’ expectations for every interaction.
? Assist with the awareness of customer promotions and support all marketing initiatives.

Team Leadership
? Ability to problem solve in a professional and effective manner.
? Engage the team with support for business directives, strategy and changes.
? Make sound real time decisions based on reporting/data available to achieve required service levels.
? Understand the culture and needs of the Concierge agent.

Other Responsibilities
? Nurturing vendor and partner relationships.
? Assist/participate with recruitment and “day to day” operational issues.
? Ensure all deadlines/customer commitments are met. 举报 分享

LesConcierges is a John Paul Group company. John Paul is the leading global loyalty group powered by premium Concierge services.
We enable our clients to generate proximity with every customer and employee.
From designing the customer journey to creating bespoke affinity programs, we offer a unique 360-degree approach to elaborate premium relationship and membership strategies worldwide.
Expert in driving long-term customer engagement, John Paul reinvented one of the most beautiful jobs in the world, that of a grand hotel Concierge equipped with the latest tools from the digital revolution, creating the Enhanced Concierge.
With over 1,000 employees spread over the five continents, patented technological tools, and an exclusive partners network, we offer organizations the best service experience for their most valuable targets 24/7.