Senior Customer Service Executive

1. Lotte Mall Service Management
- Manage and supervise the Customer Contact Points 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 ran 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
- Receive reports on customer complaints and claims; Directly solve cases related to customer complaints when necessary.
- Control and take responsibility to minimize customer complaints and claims; Establishing continuously new ways and solutions to listen to the customers's comments.
- Advise and propose to the BOD new strategies and policies to improve customer satisfaction.
- Develop plans to collect and acquire customer opinions thoroughly and accurately.
- Manage and supervise the Customer Contact Points 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.