Direct supervisor: Customer Service Manager
Scope of application: Head of customer service department of shopping mall
Job responsibilities:
1, pay attention to departmental etiquette and provide a good external image of the company;
2. Maintain good service order and provide high-quality customer service;
3. Provide information, act as a bridge between customers and companies, and be responsible for customer service in shopping malls.
Main work:
1, check the etiquette and clothing of employees every day;
2. Check the customer service workflow of employees to ensure the service quality;
3. Do a good job in customer complaints and reception;
4. Set an example, advocate the business philosophy of "customer first" and put an end to disputes between employees and customers;
5. Coordinate with government departments to ensure a good external environment of the mall;
6. Do a good job in recruiting members and visiting major customers;
7. Guide the standardization of gift distribution, customer packaging and storage, and return and exchange;
8. Make a timetable for customer service personnel;
9. Responsible for arranging the professional knowledge training and performance appraisal of employees in this department;
10, responsible for arranging the distribution and tracking of shopping mall magazines and ensuring the implementation of various promotional activities in shopping malls;
165438+
Auxiliary work:
1, responsible for environmental sanitation in the responsible area and providing customers with a good shopping environment;
2. Assist in passenger flow guidance and security at entrances and exits;
3. Assist in the inventory and replenishment of promotional goods at the front desk.