上海招聘

职位描述：

  

Customer Service客户服务

  

1. To build and lead a team which understands the need to deliver consistent, friendly and responsive service and ensure the accepted Lane Crawford standards of service are consistently executed at all times
   打造并领导一支提供始终如一和真诚快速响应服务的团队，确保始终执行连卡佛的服务标准。

2. To demonstrate a desire to understand and appreciate what is current, be pro-active in searching for new, fun happenings in the store and around the city and communicate to customer the latest trends in fashion and lifestyle, and what’s hip and cool in the region.
   乐意了解并领会当前的时尚潮流，并积极在店铺和城市周边搜寻新潮、酷玩之事，向顾客传达最新的时尚生活趋势和本地最潮酷、时髦的流行文化。

3. To take every opportunity to exceed the customers expectations by being proactive and offering personal shopping service, handling and resolving customer queries and complaints efficiently and courteously
   抓住一切契机主动提供个人购物服务、处理并解决顾客投诉，态度亲切，超越顾客预期。

4. To know the VIP customers of the store, maintain membership details and work with Customer Relationship Team to handle enquiries and requests including bonus point adjustment, replacement cards and related projects
   了解店铺的VIP顾客、完好保存会员信息并协同客户关系团队处理各种问询和申请，包括消费积分调整、补办新卡及其他相关事项。

5. To solicit feedback from customers and share this feedback with appropriate people for immediate attention and necessary improvement
   征求顾客的反馈意见，并与相关人员分享，以引起重视并采取必要改进措施。

6. To handle and resolve customer complaints efficiently and courteously to the satisfaction of the customer
   高效处理并解决顾客投诉，态度亲切，直至顾客满意。

    

   Information Technology信息系统

7. To be able to understand and perform all tasks for the benefit of the customer relating to the following systems: LCIS System, Retail Management System (RMS), Point of Sale System (POS), Siebel, Lane Crawford Card Membership maintenance, booking logistics, cloakroom operation.
   能够本着客户利益，了解并执行与下列系统相关的所有任务：LCIS系统、零售管理系统（RMS）、销售点系统（POS）、希柏（Siebel）系统、连卡佛会员卡资格维护、订购物流、衣帽间操作系统。

    

   Communication沟通

8. To tour around the store and spend time in different departments engaging in  pleasant, informative conversation with our customers
   带领顾客参观店铺及不同部门，并进行愉悦、大信息量的交流。

9. To ensure all  staff understand the Store Services and Omni-Channel offerings at Lane Crawford stores and communicate such information to customers consistently
   确保所有员工理解连卡佛的店铺服务和全渠道服务模式，并始终将相关信息传达至顾客。

    

   Company Culture and Values企业文化与价值

                              

1. To fully engage and live by the Lane Crawford Vision, Passion, Learning, Collaboration (PLC) Values, and deliver our Customer Service Promise at all times

   充分实践连卡佛愿景，热情，学习，协作的价值观以及领袖守则，并时刻传递客户服务承诺

2. To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives

   与同事建立协作关系确保达成公司业务计划，部门及个人目标

3. To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity

   强化连卡佛传承，品牌基因及文化-通过抓住每个机会分享故事及成功经验

4. To personally demonstrate the Lane Crawford Leadership Code Behaviours and use these as a tool to coach and develop team members and colleagues

   展示个人连卡佛领袖守则行为并将其作为工具运用于指导及发展团队成员和同事

5. To fully participate in the PDP process, developing knowledge and understanding of your team member strengths and development opportunities using PDP Tools

   参与绩效发展计划的全部流程，并通过其拓展知识并了解团队成员的优势和发展契机

6. To take appropriate corrective action (in consultation with HR Department) with employees who do not achieve required standards of performance and behaviour

   对未达到标准绩效及行为标准的员工实施适当的纠正措施（可咨询人力资源部）

7. To build a personal connection with each team member, taking time to understand them individuals and identify ways to motivate, retain and engage them

   与部门各成员建立联系，花时间了解每位成员并发现激励，保留，推动他们每个人的方法 

职位要求：

英语流利

零售，酒店管理经验优先考虑

开拓职场新视野，加入我们的时尚世界！

连卡佛创建于1850年，是一家高端奢侈品牌专门店，为顾客带来实体店与线上商场无缝隙购物体验。作为大中华区最具影响力的生活专门店，连卡佛网罗超过800个国际品牌,当中包括全球最新颖的男女时装、鞋子、配饰、化妆品、高级珠宝、家居和时尚生活用品。

秉承领先行业的服务水平，连卡佛提供无与伦比的奢华生活体验。在创意方案和视觉营销方面屡获殊荣,为顾客带来***的购物体验。除此之外还提供个性化服务，如礼宾服务，个人造型顾问，个人美容顾问，网上订货和门店退换服务。

连卡佛闻名全球的创造力被公认为业内的标杆。

如果您踌躇满志，并期待将自己打造成为一流的零售专家，连卡佛将为你提供令人兴奋的就业平台，与同行业中***的人才一起发展壮大。
 
员工发展：

在连卡佛，我们旨在投资发展卓越的团队。与其他雇主不同，我们通过连卡佛学院为员工提供各种长期学习和专业发展机会。包括零售业务技能、语言、管理和领导能力。我们的员工能在这个多品牌经营的全球创意平台真正洞悉国际时尚，并获得与世界一流设计师合作的宝贵机会，发展成为新一代的领导者。

我们的愿景： 同心协力，成就时尚新风潮

我们的价值观：热诚投入，团队合作，尊重别人，承担责任，诚信廉洁，勇于创新