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Purpose of role As a Client Service Associate in the local Operations team, the role is provide a level of quality customer service unsurpassed in the hospitality industry. Through the establishment and maintenance of excellent client relations, you will act as the 'face' of The Executive Centre for all of our in-house and external clients. You will have strong customer service instincts, and eye for detail and a tendency to always to go the extra mile for our clients. 職位目標 做為本公司的一名客戶服務助理，這個職位需要向客戶提供和酒店同等標準的具有專業(yè)性的客 戶服務，并且能夠通過你的專業(yè)表現(xiàn)和客戶建立并保持良好的關系，你的精神面貌將會直接關 系到公司的形象。你需要具備很強的客服意識，著重細節(jié)，為客人提供專業(yè)的服務。 Key Performance Indicators/Job Requirements 崗位要求 KPIs: - Client satisfaction 客戶的滿意度 - Meet and greet client in professional and friendly manner 對客戶要有禮貌的主動打招呼，注 意禮節(jié)禮數(shù) - Answer all incoming phone calls in a timely and professional manner (within 3 rings) 在前臺 工作時必須接聽所有打進的電話，并且在電話響3 聲內(nèi)接聽。要用標準專業(yè)的接聽方式應答 - Ensure to put client requests as a priority and that all clients are both satisfied and we have exceeded their expectations 始終確保把客戶的利益和要求放在首位，要讓他們對我的服務滿 意 - Ensure all centre service standards are maintained at a premium level 要始終將客服標準保 持在最高的水平 - Proactively up-sell TEC services for more SIR, maximizing revenues and company profitability 要盡可能的向客戶推銷我們的產(chǎn)品和服務，為公司贏得最大化的利潤 Job requirements: 職位要求 - A minimum of two years customer service and administrative experience gained either in a Hotel Front Desk/Club Floor environment 至少具有兩年從事客服或行政類的工作經(jīng)驗 - Customer-oriented with excellent interpersonal and communications skills, with an open mind to changes 要具備良好的處理人際關系和溝通的能力，要敢于接受新鮮的事物和思想 - Good team player with a positive attitude and ability to work under pressure, juggling a variety of tasks 要在工作壓力下保持良好的團隊精神和積極的工作態(tài)度，要有處理多重任務的 能力 - Fluency in English and another mainstream local language, depending on location 具備流 利的英語和普通話。 - Good telephone manner and ability to perform secretarial tasks under deadline 能夠?qū)I(yè)的 進行電話接聽，能夠在一定的時間內(nèi)完成工作 - Able to handle correspondences and inquiries 可以熟練應對來往郵件和咨詢電話 - Knowledge of Microsoft Work, Excel, & PowerPoint 熟練掌握辦公室軟件，如Microsoft Work, Excel, & PowerPoint. - Able to work overtime occasionally 可以適應偶爾加班的情況 Competencies 具備能力 - Accuracy 工作準確性 - Analytical 分析能力 - Customer focused 著重于客戶 - Flexibility & adaptability 靈活性 & 適應能力 - Interpersonal skills 交際能力 - Listening skills 英語聽力技能 - TEC product awareness 本公司產(chǎn)品認知 - Planning & organisation 計劃性 & 組織能力 - Process improvement 執(zhí)行能力 - Communications 溝通能力 - Team building 團隊活動 - Time management 時間安排 - Working under pressure 適應工作壓力