Senior Customer Service Executive (Service Management & Strategy)

- Location: Lotte Mall West Lake Hanoi, Lac Long Quan st., Phu Thuong, Tay Ho, Ha Noi
- Job Type: Full-Time
- Working Time: [protected info], 5 days/week
Lotte Mall West Lake Hanoi is currently looking for a dedicated and highly professional Senior Customer Service Executive to provide 5-star service to our customers. This role ensures smooth operations at the Customer Contact Points, trains front desk staff, and enforces service standards. Additionally, the position involves designing new service strategies, handling customer feedback, minimizing complaints, and organizing VIP events to enhance the shopping experience.
Responsibilities
1. Lotte Mall Service Management
- Manage and supervise the Customer Contact Points (CCP) and ensure all the CCP are eligible to serve customers: AvenueL Lounge, Customer Care Room, Information Desk.
- Ensure that all the service manuals have to be runed fully and seriously in accordance with Lotte's procedures; Check the compliance with regulations on service of staff.
- Training about Service standard, manual for Front Desk positions: Information Desk, Customer Care Room, AvenueL Lounge.
2. AvenueL Lounge (VIP Lounge) Managegement
- Ensure the operation of the AvenueL Lounge is carried out fully and seriously in accordance with the regulations of the company
- Observe, listen, and evaluate the needs of AvenueL customers to suggest additional amenities and services for guests in the lounge (facilities, event, workshop)
- Responsible about event for AvenueL Customer in lounge (event arrange, decoration, customer invitation)
3. Customer Satisfaction Management & Service Strategic Development
- Advise, design and propose to the BOD new service strategies and experience program to improve customer satisfaction.
- Receive reports on customer complaints and claims; Directly solve cases related to customer complaints when necessary.
- Control and take responsibility to minimize customer cplaints and claims; Establishing continuously new ways and solutions to listen to the customers's comments.
- Develop plans to collect and acquire customer opinions thoroughly and accurately.