Customer Service Executive or Manager 客户帐户服务行政人员或经理

JOB DESCRIPTION · Booking of customer appointments via different channels eg. Online, phone, etc · Ensure customers’ physical treatment/product card balance tally with WESS System · Compile outlet/roadshow feedback forms and prepare reports · Handles all customers’ online and offline enquires, complaints and refunds promptly · Make sure all outlet staff possess and execute quality customer service · Gather feedback/Investigate, discuss and negotiate with clients on complaint cases · Gather feedback/Investigate, handle and process refund cases for customers · Doing public relations with clients and maintain good relationship with them · Ad-hoc tasks as assigned by Management JOB REQUIREMENTS · Possess a genuine willingness to learn, be intuitive，resourceful and coachable · Possess an upbeat, positive and enthusiastic attitude. Create relationships from a cold start. · Confident, self-starter who works well independently · Must be highly self-motivated · Professional phone etiquette · Works well with other employees and is a team player with a positive attitude · Strong communication skills, both oral and written · With at least 1 year experience in customer service job or handling customers · Basic knowledge on how to use Microsoft Word and Excel is required · Minimum a diploma in any field of study is preferred · Will be required to travel to various outlets and different roadshow venues to meet clients and mangers when necessary · 8 working hours per day 职位描述 • 通过不同预约渠道进行客户预约，例如, 网上、电话等 • 确保客户的治疗/产品实体卡余额与WESS系统的一致 • 收集并集合分店/路演顾客反馈表格并准备相关报告 • 及时处理所有客户的线上线下查询、投诉和退款 • 确保所有分店员工拥有并执行优质的客户服务 • 针对客户投诉与退款，收集客户意见，调查，与客户讨论和谈判以便提 出最适合的解决方案 • 与客户进行很好的交流并与客户保持良好的关系 • 管理层分配的临时/索碎任务 工作要求 • 具有真诚的学习意愿、直觉性、足智多谋和易于接受指导 • 拥有乐观、积极、热情的态度，与客户从零开始建立关系 • 自信、主动、能独立工作 • 必须具有高度的自我激励能力 • 拥有专业的电话礼仪 • 与其他员工合作良好，具有积极的团队合作精神 • 较强的口头和书面沟通能力 • 具有至少1年客户服务工作经验或面对/处理客户的经验 • 需要有基本知识知道如何使用 Microsoft Word 和 Excel • 至少拥有任何学习领域的高中文凭 • 必要时将被要求前往各个分店和不同的路演场地与客户和经理会面 与开会或处理客户的投诉与退款 • 一天长达8小时的工作时间