上海招聘

Member Service Manager/Supervisor客服经理/主管

General Purpose：

Manage member service team / fulfillment team / database team, communicate and work with internal department and client.

Main Job Tasks and Responsibilities:

Manage member service team

1 encourage usage of hotel accommodation and restaurants

2 prompt reservations

3 respond to questions

4 obtain possible customer leads

5 follow up with potential customer

6 maintain records of telephonic interactions,

7 follow up customer calls where necessary

8 complete call logs

9 complete call reports

10 complaint handling and follow up with complaint member

11 complete outbound call survey

Manage fulfillment team

1 inventory control, inventory check

2 manage courier to deliver package, maintain a high level of customer satisfaction;

Manage database team

1 contact existing member database

2 data entry and maintenance of customer data bases

3 obtain and update customer information

Education and Experience

1 proficient in relevant computer applications (i.e. Microsoft Office – Word, PowerPoint, Excel, etc.)

2 good keyboard/typing skills

3 excellent English and Chinese communication skills – both written and verbal, additional dialects will be an advantage

4 sales experience, knowledge of sales principles and methods

5 knowledge of customer service principles and practices

6 College degree or above;

7 Minimum 3- years call center experience and minimum 3 years experiences in member service center management required

8 Hospitality industry experience preferred

9 Excellent training/development skills required

10 Maintain stability of performance under pressure and/or opposition

友好市场策划咨询（上海）有限公司（HMC Consulting (Shanghai) Co., Ltd）是世界领先的一家外资酒店管理服务的领先供应商，总部位于美国南加利福尼亚州。公司成立于1988年，集团业务已发展至全球逾千家五星级酒店，为合作伙伴提供本地和区域的忠诚会员制项目。合作伙伴包括：希尔顿、洲际、半岛、香格里拉等全球知名的酒店管理集团，HMC在全球拥有122家销售及支持办公室，在全球75个国家354个城市拥有2000多名员工，超过5000多个项目。网址：www.HMCLoyalty.com ,www.clubhotel.com。

HMC is the leading solution provider of first-rate loyalty membership programs for the hospitality and premium leisure related industries, headquartered in Newport Beach, California, with regional headquarters in Europe, Asia, Middle East and the Americas. HMC works with more than 1000 premier hotel and resort clients around the world to develop loyalty programs that generate long-term relationships with customers in local markets to produce incremental revenue. We are looking for the following positions to support our growing Asia Pacific operation.