Manager- Customer Service

Job description

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland. The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou. Our people are the precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team. Integrity, Sustainability, Excellence, and Openness are at the heart of who we are. If you share these values, you could be the talent we are looking for. Join us and grow with us. 基本目标 根据公司的经营策略和工作要求，协助上级制定、部署客户服务组的工作计划，领导、管理和指导客户服务组的日常管理工作，带领同事走到前线，致力为顾客/访客提供优质的服务体验包括会员专享(VIC)服务，并且与租户共建良好的营运环境。 工作职责： 1. 理解公司的经营策略和工作要求，配合上级制定、部署客户服务组工作计划及关键绩效指标(KPI)，并有效地落实各项工作，致力推动以客为尊的服务理念及达到所定的关键绩效指标(KPI)。 2. 亲身督导和指引客服团队的日常工作，包括主持开班前简报会、部署适当岗位及排班计划、考核与评估员工、跟进各项工作进度和成效、切实了解服务的情况和质量并制定改善方案、进行内部培训等不同的行动及管理工作，并协助及贯彻上级的指令和方向，适时汇报及有效处理出现在运作上或管理上的问题。 3. 制定、审视及定时更新改进的工作流程，确保团队有效运作，流程顺畅及员工准确履行工作要求。 4. 参与与其它相关组别或部门交流，通晓最新的合作流程；协助整改现有服务流程、遇事通报机制、突发及紧急事故通报及处理等不同方面的合作分工细节，确保遇事时为客人/访客及租户提供现场协助，并共同处理。 5. 协助有效处理客人/访客及租户的服务查询、要求或投诉的机制，确保与综合服务部其它组别的一致性。支援前线或接手处理复杂的客诉及「客人」与「租户」间的调解工作，监督有关进度和处理详情。有需要时与其它部门一同合作跟进客人/访客及租户的问题和意见；及时向上级反映所接收的意见及投诉。 6. 编制培训内容和进行培训工作，增强员工有关物业资讯、服务及日常工作流程的知识教育，保持员工有足够认知及经常处在积极状态工作。 7. 按岗位编配及排班表上班，每天累积不少于三小时在公共地方, 包括楼层、礼宾台、会员中心等为与前线同事一起为客人/访客服务，尤其是在人流高峰时段，主动与客人/访客接触及了解他们的需要。 8. 每天确切了解各项工作及报修进度及未完成处理的日常事项，以便作出适当跟进及整顿。 9. 处理突发及紧急事故，有效调配人手及资源，使受影响情况有效控制及减至最低，跟进后续工作及相关事宜。 任职资格： 1. 本科及以上学历。 2. 具备8年以上4、5星级酒店、大型购物中心、写字楼或高档会所客服经验及2年以上管理经验，持有国家物业经理上岗证。 3. 理解为顾客提供优质及服务的重要性及应用能力。 4. 具有协调、处理和跟进事件的技巧和耐性，良好沟通技巧和语言表达能力。 5. 亲和、友善好客和平易近人的服务态度，及优质服务标准的认知和创意。 6. 富有主动性，极好的记忆力、重视事情的细节及良好观察能力、备有团队领导能力，正面和热诚的工作态度、及良好个人品格。 We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, gender, age, religion, disability, marital status, or any other characteristic protected by PRC law. If you have specific needs that require reasonable accommodation during the recruitment process, please let us know. Personal Information Collection Statement (For recruitment purposes) Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application. #LI-DNI