Senior Guests Relationship Officer 高级客户关系专员
Senior
Working Location: Company Outlets & Office
Working Days: According to Assigned Schedule
Working Hours: 8 Hours Per Working Day
Work Week: 6 Off Days Per Month
Annual Leave: 12 Days Onwards
Job Responsibilities | 工作职责
- Assist the Customer Service Manager in monitoring and coordinating the daily duties of receptionists to ensure smooth operations.
- 协助客户服务经理监督及协调前台人员的日常工作，确保运作顺畅。
- Ensure receptionists comply with company procedures, service standards and work instructions.
- 确保前台人员遵守公司流程、服务标准及工作指示。
- Monitor customer appointment bookings, confirmations and scheduling to ensure accuracy.
- 监督客户预约、确认及时间安排，确保资料准确。
- Monitor customer service quality and ensure receptionists provide professional and courteous service.
- 监督客户服务质量，确保前台人员提供专业、有礼的服务。
- Assist in handling customer enquiries, feedback and complaints when necessary.
- 必要时协助处理客户咨询、反馈及投诉。
- Ensure customer information, CRM data entry and administrative records are properly maintained.
- 确保客户资料、CRM系统数据及行政记录得到妥善管理。
- Monitor telephone handling, appointment management and other receptionist duties.
- 监督电话接听、预约管理及其他前台工作。
- Assist in training and guiding new receptionists on their job duties and customer service standards.
- 协助培训及指导新入职的前台人员，确保他们了解工作职责及客户服务标准。
- Report operational issues, customer feedback and staff performance concerns to the Customer Service Manager.
- 向客户服务经理汇报营运问题、客户反馈及员工表现方面的问题。
- Coordinate with the Customer Service Manager and relevant team members to improve service efficiency and daily operations.
- 与客户服务经理及相关团队成员协调，以提升服务效率及日常运作。
- Perform any other ad-hoc duties assigned by Management.
- 完成管理层安排的其他临时工作。
Requirements | 任职要求
- Prior experience in customer service, reception, retail or administrative work will be an advantage.
- 具备客户服务、前台接待、零售或行政工作经验者优先。
- Experience in staff coordination or supervision will be an advantage.
- 具备员工协调或监督经验者优先。
- Able to work on weekdays, weekends and public holidays according to the assigned schedule.
- 能够根据排班安排于平日、周末及公共假期工作。
- Responsible, organised, proactive and customer-oriented.
- 认真负责、做事有条理、积极主动，并以客户为导向。
- Good communication, interpersonal and problem-solving skills.
- 具备良好的沟通、人际交往及问题解决能力。
- Basic computer skills and familiarity with CRM systems are required.
- 具备基本电脑操作能力，并熟悉客户关系管理系统（CRM）。
- Able to work independently and support the Customer Service Manager effectively.
- 能够独立工作，并有效协助客户服务经理。
Staff Benefits | 员工福利
- Attractive salary scheme
- 具吸引力的薪资制度
- Meal and transport allowance provided
- 提供餐饮及交通津贴
- Yearly performance bonus
- 年度绩效奖金
- Medical benefit scheme
- 医疗福利
- Workers' insurance
- 员工保险
- Long service award
- 长期服务奖励
- Various types of leave benefits
- 多种假期福利
- Career progression and development opportunities
- 良好的晋升与发展机会
- Comfortable and conducive working environment
- 舒适及良好的工作环境