Role & ResponsiblitiesResponsible for the facilitation of end-to-end training/learning programs to existing and new travel/lifestyle consultants/Relationship ManagerPartnering with Operational leaders to identify learning opportunities and provide solutions and serve as an integrated business partnerCollaborate with learning and development local and global colleagues to strengthen our training materials and support achievement of common goal across the global teamProject leader… Show more Role & ResponsiblitiesResponsible for the facilitation of end-to-end training/learning programs to existing and new travel/lifestyle consultants/Relationship ManagerPartnering with Operational leaders to identify learning opportunities and provide solutions and serve as an integrated business partnerCollaborate with learning and development local and global colleagues to strengthen our training materials and support achievement of common goal across the global teamProject leader on the Service Uplift project in China market to make quality improvement during customer interactions. Strengthen concepts of call quality improvement in our consultants’ mindDesigns training curriculum/materials to match the operation needs when the new products launch(Live chat/Complaint management etc.)Manage and maintain the training materials, demos to enhance the trainingDeliver blended training program (Face to face, Webex, Adobe etc.) to consultants/RMsTrack impact of learning activities on key operational metrics and measure Show less

Role & ResponsiblitiesDevelop relationship. Build and maintain good relationship with CMs and internal stakeholders. 2.Drive Customer Engagement: improve share of travel wallet for the portfolio

Shanghai Roles & Responsibilities: The Service Quality Trainer’s primary function is to train, coach, monitor, provide timely feedback and develop concierge. The SQT will partner directly with the Management Team to ensure all service levels are met : • Monitoring and reporting on individual and team performance to management • Drive a customer service focus with the ability to pass on best practice knowledge to the team • Provide service quality evaluations through call… Show more Shanghai Roles & Responsibilities: The Service Quality Trainer’s primary function is to train, coach, monitor, provide timely feedback and develop concierge. The SQT will partner directly with the Management Team to ensure all service levels are met : • Monitoring and reporting on individual and team performance to management • Drive a customer service focus with the ability to pass on best practice knowledge to the team • Provide service quality evaluations through call and fulfilment monitoring and scoring. • Identify areas for improvement and provide resolution • Participating/hosting weekly Quality Assurance Meetings and Training Metrics review meetings with Clients and leadership. • Conduct structured feedback for one-on-one as well as group sessions. • Provide training to new and existing employees. • Develop and facilitate ongoing training to further enhance the knowledge and expertise of all concierges, based on observations, metrics and trends. Relationship Building • Directly accountable for maintaining “Service Beyond Expectations” customer service through coaching, training, mentoring and developing concierges. Business IntelligenceMust be able to provide valuable insight regarding the customer experience through: • Accurate, complete and timely documentation of quality & training metrics • Active participation in team meetings and client visits • Prompt escalation of customer or system issues Essential AttributesAbility to motivate and drive improvement. • Excellent communication skills (both verbal and written). • Strong focus on customer service and attention to detail in maintaining quality service. • Excellent time management skills with proven experience in multi-tasking. • Possesses a positive, can-do attitude with the ability to self-motivate and initiate. • Enjoys working in a team environment. • Fluent in Mandarin both oral and written. Show less

ShanghaiRoles & Responsibilities:- Recognize and reward appropriate behavior and identify areas of required improvement- Responsible for onboarding and all day to day operational issues- Build and strengthen relationship with the client, customers and suppliers- Oversee activities directly related to services provided- Maintain the logs required for all leave types, write offs, overtime and Owner feedback - daily, weekly, monthly- Lead performance management and… Show more ShanghaiRoles & Responsibilities:- Recognize and reward appropriate behavior and identify areas of required improvement- Responsible for onboarding and all day to day operational issues- Build and strengthen relationship with the client, customers and suppliers- Oversee activities directly related to services provided- Maintain the logs required for all leave types, write offs, overtime and Owner feedback - daily, weekly, monthly- Lead performance management and performance improvement discussions- Provide feedback to Concierges on quality case management and Owner complaints- Participate as required in monthly productivity one on ones- Support and align with Quality Assurance Specialists, attending monthly overview sessions- Seek continuous improvement in terms of quality, performance and individual’s skills.- Support the Operations Manager in communicating strategy, implementation and new procedure changes to the team, as well as updating any changes to suppliers- Work closely with key stakeholders to conduct or coordinate product training/briefing sessions to ensure that team members are updated with the latest initiatives and product features- Provide feedback to the Training and Quality Manager to support people development- Adhere and lead by example with all compliance and PCI requirements, to ensure a greater customer experience- On-call for escalation of urgent cases and decisions after business hours- Analyze information and evaluate results to measure productivity, achieve goals, problem solve and determine areas for improvement Show less

ShanghaiRoles & Responsibilities:- Servicing APAC customers through various delivery channels (via phone, email, and web requests) to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.- Understands the culture and needs of the customer to be able to speak to and fulfil their requests- Researches, recommends, and fulfils on customer requirements.- An excellent knowledge of luxury brands and desire to keep up to date with the latest… Show more ShanghaiRoles & Responsibilities:- Servicing APAC customers through various delivery channels (via phone, email, and web requests) to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.- Understands the culture and needs of the customer to be able to speak to and fulfil their requests- Researches, recommends, and fulfils on customer requirements.- An excellent knowledge of luxury brands and desire to keep up to date with the latest developments / events.- Provide Program Benefit Support, delivering on client value propositions while providing a seamless customer service experience when dealing with other departments.- Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Show less

ShanghaiRoles & Responsibilities:-Servicing APAC customers through various delivery channels (via phone, email, and web requests) to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.- Understands the culture and needs of the customer to be able to speak to and fulfil their requests- Researches, recommends, and fulfils on customer requirements.- An excellent knowledge of luxury brands and desire to keep up to date with the latest… Show more ShanghaiRoles & Responsibilities:-Servicing APAC customers through various delivery channels (via phone, email, and web requests) to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.- Understands the culture and needs of the customer to be able to speak to and fulfil their requests- Researches, recommends, and fulfils on customer requirements.- An excellent knowledge of luxury brands and desire to keep up to date with the latest developments / events.- Provide Program Benefit Support, delivering on client value propositions while providing a seamless customer service experience when dealing with other departments.- Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Show less