• 负责修正、整合会员运营数字化管理规范(SOP)，包括: 总部/区域/商场各层级工作重点 ；凯德会员体系各项 KPI 指标；智慧 Mall 软硬件实施流程；会员管理的日常规范等；• 维护和完善会员管理体系，打造商场、办公楼、住宅、服务公寓全方位会员场景，提升会员忠诚度；• 根据会员生命周期，分析会员数据，结合总部每年三档会员活动落地至商场，指导商场运用大数据策划活动，对区域或商场开展的会员活动给与建议，提升会员活跃度；• 完善各会员平台操作手册及并给与培训，包括商场会员系统(CRM)、办公楼会员系统(OCRM)，商场商户管理系统，以及凯德会员数据分析平台等；• 对商场和区域层级提交的第三方数字化合作方案依据商业价值及运营可行性进行评估、推动后续技术对接、确认开发完整性后进行上线；• 负责推动凯德星智能支付、智能停车覆盖率最大化；• 负责审核商场的会员月度活动方案，对商场推广活动预算进行把控，监督商场遵循 SOP，确保活动有效与会员系统结合，达到促进会员增长、提升会员活跃度之目的； •… Show more • 负责修正、整合会员运营数字化管理规范(SOP)，包括: 总部/区域/商场各层级工作重点 ；凯德会员体系各项 KPI 指标；智慧 Mall 软硬件实施流程；会员管理的日常规范等；• 维护和完善会员管理体系，打造商场、办公楼、住宅、服务公寓全方位会员场景，提升会员忠诚度；• 根据会员生命周期，分析会员数据，结合总部每年三档会员活动落地至商场，指导商场运用大数据策划活动，对区域或商场开展的会员活动给与建议，提升会员活跃度；• 完善各会员平台操作手册及并给与培训，包括商场会员系统(CRM)、办公楼会员系统(OCRM)，商场商户管理系统，以及凯德会员数据分析平台等；• 对商场和区域层级提交的第三方数字化合作方案依据商业价值及运营可行性进行评估、推动后续技术对接、确认开发完整性后进行上线；• 负责推动凯德星智能支付、智能停车覆盖率最大化；• 负责审核商场的会员月度活动方案，对商场推广活动预算进行把控，监督商场遵循 SOP，确保活动有效与会员系统结合，达到促进会员增长、提升会员活跃度之目的； • 协助/支援新开业商场上线，包括大数据分析平台，以及各个会员平台的操作培训、监督跟踪智慧 mall 相关功能的系统对接和执行进度、协助商场验收 wifi，pos，beacon，智能停车场的对接工作、与商场进行开业活动的讨论并跟踪开业期间数据情况；• 负责商场日常运营，包括恶意积分会员排查、商场/区域运营中常见问题解答，对商场提出的系统漏洞进行反馈/跟踪/解决，对新需求进行初步的评估和判断；• 负责全国商场/服务公寓/合作伙伴的积分费用结算及回收；• 负责客服中心(Call Center)的管理，包括小票审核管理和客诉管理；• 负责短信运营商的管理和维护，包括会员注册验证码的管理和营销短信发送，对短信通道质量跟踪等；• 维护各会员管理平台运营商、凯德星客服中心、短信服务商的合约关系，包括合同的拟定、续约及费用结算等；• 负责推动各商场动员线下商户入驻凯德集团电商平台，包括与商场运营及租赁部门上传下达、入驻合同的审核及签订、以及协助商场在商户上线后的电商运营等工作。 Show less

• 负责辅导团队其他成员英文水平，提高业务能力;• 负责客户拜访，按照公司安排带样品至国外拜访客户，维护客户关系，拓展新业务; • 负责接待客户，包括邀请函的放送、宾馆预定及机场接送等安排;• 负责客户资料的收集、整理、归类、电子存档等管理，并做好相关翻译工作;• 翻译产品设备相关文件，包括合同文件，产品技术文本，工艺图纸等;• 通过线上平台及展会等寻找客户，谈订单等。

1. In charge of composing Customer Service Yearly Plan, and promoting it to all malls/projects in China;2. Communicate with all malls/projects to execute the yearly plan, make sure the yearly plan can be fulfilled；3. In charge of composing Customer Service SOPs, and supervising Customer Service Assistants of all malls/projects to follow SOPs and operate in good order; 4. Prepare and finalize Customer Service Training Materials, arrange training session for Customer Service… Show more 1. In charge of composing Customer Service Yearly Plan, and promoting it to all malls/projects in China;2. Communicate with all malls/projects to execute the yearly plan, make sure the yearly plan can be fulfilled；3. In charge of composing Customer Service SOPs, and supervising Customer Service Assistants of all malls/projects to follow SOPs and operate in good order; 4. Prepare and finalize Customer Service Training Materials, arrange training session for Customer Service Assistants, as well as Customer Service Supervisors, from all the malls/projects in China;5. Design and optimize Customer Service Daily Working Procedures;6. Assist all malls/projects to improve Customer Service Qualities.1. 统筹监管全国凯德广场及来福士客服管理部门; 2. 负责规划客服部的年度计划，协调全国各个项目参与执行，推进年度计划完成；3. 负责制定顾客服务规范和制度(SOP)，并监督全国各项目客服的日常运营情况；4. 拟定培训材料，并安排各个项目客服人员及其管理人员进行培训及评估；5. 设计并优化客户服务各种流程；6. 全方位优化客户服务质量。 Show less

1. Provide world-class customer service to shoppers and maintain company’s high service standards. 2. Executing wide range of counter services which includes: 2.1 providing information and directions to local and tourists 2.2 redemption of in-mall promotions and activities 2.3 gift wrapping 2.4 loaning of phone chargers, strollers, wheelchairs and umbrella 2.5 sale of tickets for SISTIC (concerts & live performances) and ION Sky (ION Orchard’s… Show more 1. Provide world-class customer service to shoppers and maintain company’s high service standards. 2. Executing wide range of counter services which includes: 2.1 providing information and directions to local and tourists 2.2 redemption of in-mall promotions and activities 2.3 gift wrapping 2.4 loaning of phone chargers, strollers, wheelchairs and umbrella 2.5 sale of tickets for SISTIC (concerts & live performances) and ION Sky (ION Orchard’s observation deck), and gift vouchers. 2.6 ION Orchard’s membership applications 3. Host study groups and VIPs from mainland of China, HK and Taiwan. 4. In-charge for CUP (China Union Pay) Platinum VIP Lounge.5. In-charge of the concierge team and provide training to the new staff6. Handle complaints from Chinese-speaking customers. 7. Assist Marcom (Marketing Communication dep.) to promote the company to be the best shopping mall in Asia through organizing marketing activities in Beijing and managing ION Orchard’s Weibo account.1. 提供一级的顾客服务，树立公司形象；2. 不断拓展个人能力，进行日常的礼宾服务，例如礼物包装，代理SISTIC公司销售演唱会，脱口秀，F1等的门票服务， 代表新加坡旅游局为来新游客提供旅游咨询以及其他基本顾客服务；3. 代表公司接待来自中国的学习访问团及贵宾，负责管理商场银联白金贵宾厅。4. 作为高级礼宾员负责管理照顾礼宾部团队（25-30人），制定礼宾部员工值班表，并负责培训新员工；5. 负责中文游客的投诉事宜，协助营销宣传部门将公司提升为亚洲最顶级购物中心。 Show less

1. As a site interpreter, host foreign visitors to the factory together with supervisor. 2. Search for potential clients and administrative duties that include collection and filling of marketing documentations as well as other transaction related materials. 3. Reception duties such as invitation, arrangement of accommodation, transportation to and from airport, hotel booking, etc. for clients. 4. Translation work on product documents, such as contracts, technical documents, paper… Show more 1. As a site interpreter, host foreign visitors to the factory together with supervisor. 2. Search for potential clients and administrative duties that include collection and filling of marketing documentations as well as other transaction related materials. 3. Reception duties such as invitation, arrangement of accommodation, transportation to and from airport, hotel booking, etc. for clients. 4. Translation work on product documents, such as contracts, technical documents, paper machine drawings, etc.5. Explore overseas market, looking for potential customers.1. 随领导在工厂进行现场翻译。2. 负责客户资料的收集、整理、归类、电子存档等管理，并做好相关翻译工作。3. 负责访客的接待工作，包括邀请函的放送、宾馆预定及机场接送等安排。4. 翻译产品设备相关文件，包括合同文件，产品技术文本，工艺图纸等。5. 拓展海外市场，寻找海外潜在客户。 Show less