Planning
？ -Plan and Execute the monthly activities
？ -Plan the monthly & daily KPIs for the CS team

Management

• Concierge

？ -Set the daily and monthly KPIs for concierge activities
？ -Manage and maintain activities workflow for concierge

• VIP services

？ -Set the daily and monthly KPIs for personal shopper, Stylist, VIP manager
？ -Manage and maintain activities workflow for each segment activities
？ -Implement successfully the monthly activities
？ -Prepare the venue of VIP and ensure an excellent service quality for VIP
？ -Manage and preserve an excellent relationship with VIP

• Cashier services

？ -Set the daily and monthly KPIs for cashier team
？ -Ensure all cashier team can handle customer complaints properly
？ -Maintain effective, efficient and smooth cashier process

• Normal Customer service

？ -Set the daily & monthly KPIs for CS team
？ -Handle all kind of consumer enquiries in the flagship
？ -Handle all kind of consumer complains in the flagship
？ -Proactively look for solutions to solve customer enquiries & complains
？ -Ensure a perfect execution of all services in flagship
？ -Provides high quality service to meet the unique requirements/needs of our consumers to ultimately improve the customer satisfaction
？ -Prepare monthly action plan to improve the customer service in flagship and execute the action plan
？ -Give regular feedback to management
？ -Manage and maintain the activities workflow for each segment of CS team

People management
？ -Manage the CS team of the flagship and ensure they achieve the daily KPIs and execute properly their daily services
？ -Deliver basic CS training to whole staff and advanced CS training to the CS team
？ -Manage and develop potential competency with each subordinates
？ -Communicate with subordinates clearly and effectively on both daily work and special cases
？ -Enhance the team work and develops the team together
System and processes
？ -Basic understanding of the general workflows and processes in a flagship

微信分享