上海招聘

Job Purpose
工作目的

“To implement and carry out all the functions of the Retail Services Department so as to achieve the Company’s Vision and Customer Service Promise. To consistently provide the best possible customer service to our customers with the aim of building customer loyalty and developing Lane Crawford as the benchmark of service excellence for our peers to aspire to.”
“执行零售服务部的所有职能实现公司的愿景和对客户服务的承诺。始终如一地向顾客提供***的客户服务以培育客户忠诚度，将连卡佛发展成为令同行敬仰的卓越服务标杆”

Key Accountabilities主要职责
In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:
除遵守连卡佛的政策和程序外，主要职责包括但不限于：

Customer Service 客户服务
To receive, document, handle, investigate and resolve customer enquiries, comments and complaints by effectively and consistently providing the highest standard of courtesy and customer service both by telephone and in writing
通过有效提供始终如一的***标准电话和书面礼仪及客户服务，接受、记录、处理、调查并解决客户咨询、评价及投诉
Take ownership of all cases, by providing an end to end personalized solution and experience for all customers.
通过向所有顾客提供端到端的个性化解决方案和体验，全心投入所有案例

To escalate to the Concierge Manager for further direction or decision for any cases that require an additional level of support or decision, based on pre-established guidelines and procedures
根据预先制定的指引和规程，将需要其它层次的支持或决策的任何案例上报至客户服务部经理处，寻求其指示或决策
To take every opportunity to exceed the customers’ expectations by proactively identifying system enhancements that will improve customer communication, retention and satisfaction.
通过主动发现可改善客户沟通和维系及满意度的系统增强，抓住一切契机超越客户期望
To take every opportunity to resolve customer enquiries and comments by investigating the root source of the issue. This is not limited to identifying existing procedures that require revision and/or enhancement both at an operational and administrative level
通过调查问题的根源，抓住一切契机解决客户的咨询和评价。这并不限于发现运营及行政层次需要修改及/或加强的现有规程
To assist Retail Services team with the monitoring and resolution of customer issues that are initiated at the store level
协助各服务团队监控并解决源于各种层面与客户服务有关的问题
To ensure all customers are informed through consistent communications about the various Store Services and Omni-channel offerings at Lane Crawford.
通过电话/书面通信/在线答疑告知连卡佛提供的各种店铺服务和全渠道，确保所有顾客知晓此类信息


Product & Merchandise Knowledge产品及货品知识
To maintain a detailed level of knowledge of all merchandise available for sale online and in all stores
详细了解在线及所有店铺销售的所有货品
To demonstrate an appreciation and understanding of customers needs, coupled with an awareness of merchandise materials, care and origin
表现出对客户需求的鉴别和理解以及对货品原料、保养和产地的了解
To view every contact as a potential sales opportunity and refer customers to the Product Advisors for more detailed assistance
将自己接触到的每个人都作为潜在的销售机会，并向顾客推荐可向其提供更为详尽的帮助的产品顾问

Relationship Management 关系管理
To maintain a cohesive and productive working relationship with the store operation teams, including but not limited to the Concierge, Cosmetic Concierge, Platinum Suite
与店铺运营团队保持一种团结且富有成效的工作关系，包括但不限于礼宾、化妆礼宾及白金房
To maintain a cohesive and productive working relationship with internal administrative teams to ensure issues affecting customer orders and returns are promptly addressed, escalated and resolved as the need may be
与内部管理团队保持一种团结且富有成效的工作关系，确保影响客户订购和退货的问题按照要求得到及时处理、上报和解决

Information Technology信息技术
To consistently review and suggest to the Concierge Manager any possible intra-department system enhancements that will improve or provide greater efficiency to current practices.
对可改善当前做法或提高其效率的任何可能的部门内系统增强进行评估并向客户服务部经理提出相关建议。
To monitor the integrity of information input into the customer management system and report to the Concierge Manager any issues that require follow-up
监控输入客户关系系统的信息的完整性并向客户服务部经理报告需要跟进的任何问题
To observe at all times, client confidentiality and company policies for data protection and security
始终遵守为客户保密的责任以及公司有关数据保护和安全的政策。

Company Culture and Values企业文化与价值
To fully engage and live by the Lane Crawford Vision, Passion, Learning and Collaboration (PLC) Values, Leadership Code 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
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
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

Requirement
任职资格

Associate's degree or above.
大专或以上学历
Good customer service and strong communication skills.
优秀的客户服务和卓越的沟通技能。
Relevant customer service experience in retail, hospitality, or related industry.
有客户服务在零售，酒店或相关行业的工作经验。
Proficient in MS office applications etc..
能够熟练使用微软等办公软件。
Native Chinese and good written English. Good Spoken English is a plus.
普通话母语水平，且有良好的书面英文能力。良好的英文口语加分。
职能类别：
客服专员/助理

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