上海招聘

- General Purpose

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

管理客户团队、递送工作组、数据库团队，与内部其他部门及客户沟通协作。

- Main Job Tasks and Responsibilities

2 Team routine work arrangement and balance

2 团队日常工作的安排与平衡

2 Working process design and optimization

2 工作流程的设计和优化

2 Liaison between cross functions

2 与其他部门的联络

2 complete Performance tracking reports

2 完成业绩追踪报告

l Manage member service team

2 prompt reservations

2 提示预定

2 Quick response to any enquiries or requirements to customers

2 迅速地回答客户的疑问或要求

2 obtain possible customer leads

2 获得潜在客户名单

2 follow up with potential customer

2 跟踪潜在客户

2 maintain records of telephonic interactions

2 保持电话记录

2 follow up customer calls where necessary

2 跟进必要的客户电话

2 complete call logs

2 完成电话日志

2 Customer complains handling to keep customer satisfaction

2 处理客户投诉，保证客户满意度

2 complete outbound call survey, Survey collecting and analyzing

2 完成呼出电话调查，调查表整理和分析

l Manage fulfillment team

2 inventory control, inventory check

2 库存控制和检查

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

2 管理信使的快递，保证高水平的客户满意度

2 Work with multi-departments to ensure right goods are sent at right time at right place

2 与其他部门合作，确认正确的商品及时送达正确的地方

l Manage database team

2 contact existing member database

2 解除现有会员数据库

2 data entry and maintenance of customer data bases

2 数据输入和维护客户数据依据

2 obtain and update customer information

2 获得和更新客户信息

- Education and Experience

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

2 精通相关的计算机应用

2 good keyboard/typing skills

2 良好的打字技巧

2 Self-motivated & self-study

2 有进取心 & 自学能力

2 Strong sense of responsibility

2 高度的责任感

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

2 良好英语和普通话沟通技能 – 说和写，能说一门方言是一个优势

2 sales experience, knowledge of sales principles and methods

2 有销售经验，知道一定的销售原则和方法

2 knowledge of customer service principles and practices

2 有客服的技巧和经验

2 College degree or above

2 大专及以上学历

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

2 至少三年的呼叫中心经验或客服经验

2 Hospitality industry experience preferred

2 有酒店工作经验优先考虑

2 Excellent training/development skills required

2 良好的培训技能

2 Maintain stability of performance under pressure and/or opposition

2 能在压力下保持稳定的工作能力

2 Strong team player, pro-active, flexible, willing to take additional responsibilities, entrepreneurship, negotiation, influence, eye for details, able to work under stressful environment, analytical and intellectual competency, and able to work independently.

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.