Member Relations Executive / Nhân Viên Hỗ Trợ Hội Viên - Giải Quyết Khiếu Nại (Hà Nội)

70% Complaint Resolution

Consult with Assistant Member Relationship Manager to determine the best solution for complex requests.
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.
Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.

20% Member Retention

Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.
Build Relationship with members via social networks or direct approach and become a trusted advisor for any concerns or requests.
Ensure that all MSMs make follow- up calls to members who raised requests in CSRs earlier.

10% Tracking and Reporting

Respond to questions/feedbacks from related Departments regarding report results
Supervise the input and handle CSR data for reports of clubs you are in charge of
Follow up with the MS team for fully understanding and checking the accuracy of reports as requested by the Assistant Member Relationship Manager

A good understanding of the needs of customers
Advanced skills in English
Work with patience and courtesy in customer Relationship
Bachelor degree
Excellent communication and people skills, both verbally and in writing
At least 1 year experience in Service Industry

Full social insurance contributed after two- month probation
Free membership at California Fitness & Yoga
Join soft skill training courses organized by the company
Career development

Cập nhật gần nhất lúc: 2024-10-06 12:45:03