1, check the etiquette and clothing of employees every day, pay attention to the etiquette and courtesy of the department, and provide a good external image of the company;
2. Check the customer service workflow of employees to ensure the service quality;
3. Maintain good service order and provide high-quality customer service;
4. Do a good job in customer complaints and reception;
5. Set an example, advocate the business philosophy of "customer first" and put an end to disputes between employees and customers;
6. Do a good job in recruiting members and visiting major customers;
7. Responsible for receiving customers' telephone reservations and group shopping;
8. Guide the standardization of gift distribution, customer packaging and storage, and return and exchange;
9. Reasonably distribute the work of personnel in various positions in the region;
10, responsible for arranging the professional knowledge training and performance appraisal of employees;
1 1, responsible for arranging the release and tracking of news in the mall and ensuring the implementation of various promotional activities in the mall;
12. Assist in passenger flow guidance and security at entrances and exits;
13, responsible for environmental sanitation in the responsible area and providing customers with a good shopping environment;
14. Complete other tasks assigned by superiors.
Article 2: Model essay on job responsibilities of customer service in shopping malls
Directly affiliated department: customer service department
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 and act as a bridge between customers and companies.
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 storage and return;
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;
1 1. Guide the delivery office to carry out the work according to the company's specifications.
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.
Chapter III: Responsibilities of Customer Service Specialist in Shopping Mall
1, pay attention to manners and establish the concept of customer first.
2. Be familiar with the relevant service rules and items in the mall.
3. Perform duties in strict accordance with the company's regulations, and do not follow the private rules.
4, patient service, be kind to customers
Main work:
1. Welcome customers at the beginning of business every day.
2. Accept the card application of qualified units or individuals.
3. Visit and reception of large members and customers
4. Handling and recording of customer complaints
5. Customers store/take away packages
6, responsible for the distribution of promotional items.
7. Testing and debugging of buyers of large household appliances.
8. Accept customer consultation
9. Tracking and publishing supermarket news.
10, whole store broadcasting service
1 1, using standard language to assist the work:
1. All work areas (customer service desk, bag storage office, gift distribution office, electrical test area, return office, customer entrance) should be kept clean and hygienic at all times.
2. Take care of the company's property (broadcast system, computer, membership card punching machine, plastic machine, etc.). ) and check it regularly.
3, familiar with the division of labor, commodity display, management principles, understand the company's phased promotion plan and news topic.
4, customer complaints should be carefully recorded, major issues should be reported in a timely manner.
5. Avoid making customers noisy in public places.
6. Receive gifts from the receiving department with the gift list submitted by the receiving department.
7. When the customer comes to ask for a return, check whether it meets the return requirements; When the floor supervisor comes to collect the return/exchange, he must carefully check the contents on the list and sign for confirmation.
8, assist other departments (such as inventory, anti-theft, fire prevention, etc. )
Article 4: Responsibilities of the customer service supervisor in the shopping mall
1. Check the etiquette and clothing of the clerk (Panyu clerk) every day;
2. Check the customer service workflow of employees to ensure the service quality;
3. Do a good job in customer complaints and front desk reception (Panyu front desk 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. Strictly manage trolleys and sell shopping bags;
8. Guide the standardization of gift distribution, customer packaging and storage, and return and exchange;
9. Make the staff scheduling table and strictly control the staff cost;
10. Responsible for arranging the professional knowledge training and performance appraisal of employees;
1 1. Responsible for arranging the release and tracking of the news of the mall and ensuring the implementation of various promotional activities in the mall;
12. Guide the delivery office to work according to the company's specifications, and obey the work assignment of the store manager (Panyu store manager).