Purpose of role
As a Client Service Associate in the local Operations team, the role is provide a level of
quality customer service unsurpassed in the hospitality industry. Through the establishment
and maintenance of excellent client relations, you will act as the 'face' of The Executive
Centre for all of our in-house and external clients. You will have strong customer service
instincts, and eye for detail and a tendency to always to go the extra mile for our clients.
职位目标
做为本公司的一名客户服务助理，这个职位需要向客户提供和酒店同等标准的具有专业性的客
户服务，并且能够通过你的专业表现和客户建立并保持良好的关系，你的精神面貌将会直接关
系到公司的形象。你需要具备很强的客服意识，着重细节，为客人提供专业的服务。
Key Performance Indicators/Job Requirements
岗位要求
KPIs:
- Client satisfaction 客户的满意度
- Meet and greet client in professional and friendly manner 对客户要有礼貌的主动打招呼，注
意礼节礼数
- Answer all incoming phone calls in a timely and professional manner (within 3 rings) 在前台
工作时必须接听所有打进的电话，并且在电话响3 声内接听。要用标准专业的接听方式应答
- Ensure to put client requests as a priority and that all clients are both satisfied and we have
exceeded their expectations 始终确保把客户的利益和要求放在首位，要让他们对我的服务满
意
- Ensure all centre service standards are maintained at a premium level 要始终将客服标准保
持在最高的水平
- Proactively up-sell TEC services for more SIR, maximizing revenues and company
profitability 要尽可能的向客户推销我们的产品和服务，为公司赢得最大化的利润
Job requirements: 职位要求
- A minimum of two years customer service and administrative experience gained either in a
Hotel Front Desk/Club Floor environment 至少具有两年从事客服或行政类的工作经验
- Customer-oriented with excellent interpersonal and communications skills, with an open
mind to changes 要具备良好的处理人际关系和沟通的能力，要敢于接受新鲜的事物和思想
- Good team player with a positive attitude and ability to work under pressure, juggling a
variety of tasks 要在工作压力下保持良好的团队精神和积极的工作态度，要有处理多重任务的
能力
- Fluency in English and another mainstream local language, depending on location 具备流
利的英语和普通话。
- Good telephone manner and ability to perform secretarial tasks under deadline 能够专业的
进行电话接听，能够在一定的时间内完成工作
- Able to handle correspondences and inquiries 可以熟练应对来往邮件和咨询电话
- Knowledge of Microsoft Work, Excel, & PowerPoint 熟练掌握办公室软件，如Microsoft
Work, Excel, & PowerPoint.
- Able to work overtime occasionally 可以适应偶尔加班的情况
Competencies 具备能力
- Accuracy 工作准确性
- Analytical 分析能力
- Customer focused 着重于客户
- Flexibility & adaptability 灵活性 & 适应能力
- Interpersonal skills 交际能力
- Listening skills 英语听力技能
- TEC product awareness 本公司产品认知
- Planning & organisation 计划性 & 组织能力
- Process improvement 执行能力
- Communications 沟通能力
- Team building 团队活动
- Time management 时间安排
- Working under pressure 适应工作压力