锦鲤求职岗位描述
Purpose of Job岗位目标：
· To provide premium reception services for mall customers, members; assist in executing various CRM-related activities, including membership management and inventory management; receive and handle customer complaints; arrange valet parking and VIP parking services; work at the information desk; assist in implementing marketing activities, such as gift-with-purchase promotions and point redemption programs.
为商场的顾客、会员提供优质的接待服务；协助执行各项CRM相关活动，包括会员管理和库存管理；接待及处理客户投诉；贵宾泊车及代客泊车安排；工作地点在客服台；协助执行市场活动，如消费赠礼、积分兑换等。
Major Responsibilities and Objectives:
岗位描述：
· Providing frontline customer hospitality services for mall’s consumers, members, and assisting with CRM programme including members management and stocks handling; and also in charge of customers’ complaints and handling.
为商场的顾客、会员提供优质的接待服务，协助执行CRM相关活动，包括会员管理和库存处理；接待及处理客户投诉。
Major Tasks & Activities:
主要工作：
· Provide hospitality service to consumers at the service counter.
在客服台为顾客提供热情的优质服务。
· CRM programme arrangement, checking problematic points and ill-managed tenants & handling points complaints.
CRM相关活动的执行，包括核查异常积分、管理品牌积分问题，处理积分投诉等。
· Customers complaints handling.
客户投诉处理。
· Assisting in marketing activities.
协助执行市场活动。
· Filling in reports.
完成会员相关报告。
Skills, Qualifications and Experience Requirements:
职位要求：
· Associate degree or higher; fresh graduates or applicants with 1+ years of experience in customer service, retail (mall or brand), or Hotel front desk experience are welcome. 大专及以上学历，欢迎应届生或有1年以上客服、零售（商场或品牌）、酒店前台经验者申请。
· Pleasant and professional appearance with strong service etiquette and demeanor. 形象端正，气质亲和，具备良好的服务礼仪和职业素养。
· Fluent and clear Mandarin; basic spoken English proficiency required. 普通话标准，表达清晰流畅，具备基础英语口语能力。
· Active listening skills and ability to handle customer complaints and feedback effectively. 善于倾听，能灵活处理客户投诉与建议。
· Proficient in office software (e.g., Word/Excel). 熟练操作办公软件（如Word/Excel）；
· Willingness to work in shift schedules (early/late shifts, weekends, and holidays). 需适应轮班制（早/晚班、周末及节假日排班）
· Sign language and/or proficiency in less common languages is a plus.手语及小语种沟通能力为加分项。
Competencies Requirements:
能力要求：
· Customer Focus 以客户为中心
Strong relationship builder who focuses on the positive and is solution oriented.
能建立牢固的客户关系，态度积极正向，以解决客户需求为导向。
· Drives for Results 追求结果
Self-driven go-getter who is result-oriented and powers through tough situations.
有自我推动力、冲劲和进取心，以结果为导向，即使在艰难的情境下也能达成目标。
· Collaborates 协作
Strong partnership-building and collaboration skills; able to work with others to meet shared objectives.
能与其他人建立合作伙伴和协作关系，一起实现共同目标。
· Communicates Effectively 有效沟通
Excellent communicator who can clearly and effectively communicate with diverse groups of audiences.
拥有优秀的沟通技巧，能够清晰和有效地与不同受众沟通。
· Learning Agility 灵活学习
Active learner who finds learnings from experimentation and both successes and failures.
积极地在尝试中学习，把成功和失败都当作学习的机会。
· Being Resilient 韧性
Self-motivated to rebound and get back on track after setbacks and difficult situations.
能自主地从挫折和困难中恢复如常。
· Demonstrates Self-awareness 展示自知
Self-aware team player who can hone their personal strengths and weaknesses.
作为团队成员，能够清楚了解自身的优点和缺点，发挥优势，提升短板。