Responsibilities of customer service personnel in shopping malls

The customer service staff in shopping malls mainly assist the operation manager seriously, implement the daily work content, and correct the violations in time when they are found. The following are the job responsibilities of the customer service staff in the mall. Welcome to reading.

First, assist the director of the management office to carry out all the work within the scope of the management office's responsibilities, and the customer service responsibilities of the shopping mall property.

Two, responsible for the inspection and supervision of community daily service management, timely correct or report to the superior and relevant departments do not meet the requirements of internal management and community management.

Third,

Responsible for coordinating the complaints, disputes, daily contact visits and opinions of residents in the community, formulating and organizing the implementation of contact and communication plans for residents in various stages, and actively striving for the understanding and support of the residents.

Four, organize residents to check in and decorate procedures and filing related materials;

Five, guide the residents' housing facilities maintenance reception, registration, timely arrange the maintenance department to handle, and do a good job in the corresponding supervision and residents' opinions on the results;

Six, responsible for the collection of property management related expenses.

Seven, responsible for the assessment of customer service center staff.

Eight, assist and participate in daily household contact visits, and establish a good communication relationship with residents.

Nine, responsible for organizing community cultural activities and community propaganda work, management system "shopping mall property customer service responsibilities".

Directly affiliated department: customer service department

Direct supervisor: Customer Service Manager

Scope of application: customer service supervisor of each store

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. 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 supermarket news and ensuring the implementation of various promotional activities in the mall;

12. Guide the delivery office to work according to the company's specifications.