About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"></h2> </div><div><p><u style="text-decoration:underline"><strong>Job Purpose</strong></u></p> <p>To lead the customer service team to provide high standard customer service to the shoppers in Hysan’s shopping mall and create an enjoyable shopping experience for the shoppers.</p> <p> </p> <p><u style="text-decoration:underline"><strong>Key Responsibilities</strong></u></p> <ul> <li>Ensure the smooth day-to-day operation of the Concierge Counter so as to deliver first class services to all shoppers in light of the Group strategy</li> <li>Motivate and monitor subordinates to work closely with the Management Office and Marketing Department to ensure smooth execution of daily operations, marketing and company activities</li> <li>Handle customer complaints and feedback where appropriated</li> <li>Support marketing activities, continuously strengthen relations with tenants and shoppers, and execution of in-mall promotional programs</li> <li>Motivate, train and develop subordinates to meet organization’s current and future needs</li> <li>Conduct briefings and training to front-line staff and reinforce the operation</li> <li>Work with staff members supervised to identify areas where work processes might be improved or streamlined and make relevant recommendations to the management.</li> <li>To plan and conduct regular bench-marking exercise on Concierge/Customer Services and recommend improvements with reference to latest market trend to the management for consideration.</li> <li>Perform other duties/ad hoc projects as assigned by the superior.</li> </ul> <p> </p> <p><strong><u>Skills, Qualifications and Experience Requirements</u></strong> </p> <ul> <li>Diploma holder with at least 5 year's customer service experience focusing on front-line customer interaction, hotel or shopping mall concierge experience, including 2 years at supervisory level</li> <li>Good negotiation, communication, interpersonal and organization skills with strong leadership and customer focus</li> <li>Positive mindset and strong sense of responsibility</li> <li>Fluency in spoken and written English, Cantonese and competent in spoken Mandarin</li> <li>Proficiency in MS Office (Excel, Word, Powerpoint and outlook)</li> <li><strong>Willing to work on shift (5 days/week)</strong></li> <li><strong>Entitled to PH (17 days/year)</strong></li> <li>Work location: <strong>Causeway Bay</strong></li> </ul> <p> </p> <p><em>Candidate with more experience will be considered as Senior Guest Services Officer.</em></p> </div></div></div>