Customer Service Staff

Major job
* Training:
- Provide training short-time for new brand staff and long-term for over 3 months ones
- Retrain violated brand staff every week and unqualified Lotte staff
- Provide training Lotte staff ( including service contact points) about service skills and management
- Training on-sites and support Sales to guide brand staff to bow like Korean and welcome customer
before opening
- Prepare and translate training documents from Korea
* Complain:
- Receive and store complaints properly from customers via direct, phones, email or social media
- First contact settlement: solve complaint by first contact: answer questions, provide information
relating LDS general, product information
- Classify complaints/reflection, cooperate with other Dept in achieving information, solving
complaints for customers
- Build "Voice of Customer" and collect forms every week to plan the service improvement
- Collect and report about feedback of customers after solving complaints
- Find out service problems, attitude issues when Lotte staff/ Tenant staff interacting with customers
- Check the hygiene, human resources, displayed products, POP, MD and re-guide brand staff how
to improve
- Check the appearance, working attitude of MVG, Service Lounge, Information desk before
opening time, working time and closing time
- Check the hygiene and order of service contact points area so as to guide them to follow
- Check daily the appearance of both Lotte staff and brand staff