Member Relations Executive /Nhân Viên Chăm Sóc Hội Viên - Giải Quyết Khiếu Nại
CALIFORNIA FITNESS & YOGA CENTERS
Tầng 1, Tòa B, Sky City, 88 Láng Hạ
Hết hạn
Xóa tin
Chi tiết tuyển dụng
Mức lương:
8 - 9 Triệu
Khu vực:
Hà Nội
Chức vụ:
Nhân viên
Hình thức làm việc:
Toàn thời gian
Lĩnh vực:
Luật - Pháp lý
Mô tả công việc
70% Complaint Resolution
Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.
Act as a subject matter expert and assist Club Managers in resolving member requests, or consult them on actual situations at the clubs.
Ensure members receive accurate, consistent and timely responses for both requests and feedback via email or by forms; and maintain good Relationship with members to improve customer service standards.
Consult with Assistant Member Relationship Manager to determine the best solution for complex requests.
20% Member Retention
Build Relationship with members via social networks or direct approach and become a trusted advisor for any concerns or requests.
Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.
Ensure that all MSMs make follow-up calls to members who raised requests in CSRs earlier.
10% Tracking and Reporting
Follow up with the MS team for fully understanding and checking the accuracy of reports as requested by the Assistant Member Relationship Manager
Supervise the input and handle CSR data for reports of clubs you are in charge of
Respond to questions/feedbacks from related Departments regarding report results
Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.
Act as a subject matter expert and assist Club Managers in resolving member requests, or consult them on actual situations at the clubs.
Ensure members receive accurate, consistent and timely responses for both requests and feedback via email or by forms; and maintain good Relationship with members to improve customer service standards.
Consult with Assistant Member Relationship Manager to determine the best solution for complex requests.
20% Member Retention
Build Relationship with members via social networks or direct approach and become a trusted advisor for any concerns or requests.
Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.
Ensure that all MSMs make follow-up calls to members who raised requests in CSRs earlier.
10% Tracking and Reporting
Follow up with the MS team for fully understanding and checking the accuracy of reports as requested by the Assistant Member Relationship Manager
Supervise the input and handle CSR data for reports of clubs you are in charge of
Respond to questions/feedbacks from related Departments regarding report results
Quyền lợi được hưởng
Career development
Full social insurance contributed after two-month probation
Free membership at California Fitness & Yoga
Join soft skill training courses organized by the company
Full social insurance contributed after two-month probation
Free membership at California Fitness & Yoga
Join soft skill training courses organized by the company
Yêu cầu kỹ năng
Bachelor degree
Excellent communication and people skills, both verbally and in writing
At least 1 year experience in Service Industry
A good understanding of the needs of customers
Advanced skills in English
Work with patience and courtesy in customer Relationship
Excellent communication and people skills, both verbally and in writing
At least 1 year experience in Service Industry
A good understanding of the needs of customers
Advanced skills in English
Work with patience and courtesy in customer Relationship
-
Kiểm Soát Nội Bộ (Từ 1 Năm Kinh Nghiệm) Công ty Cổ phần Thương mại và Đầu tư Athena Group 10 - 15 Triệu