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/roadshowfeedback 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
