Job Profile : Client Services Leader
职位：客服运营主管

Responsibilities
工作职责
Team Leadership
团队领导能力
The Team Leader co-ordinates with Management to
团队领导与管理层的协作
Supervise the Client Service Associates ensuring that they perform their job duties to a high standard at all times
监督中心客服专员日常工作，确保能高标准地履行工作职责
Assist management with operational training as required
协助管理层进行必要的操作培训
Manage the general procedures and carry out checks concerning：
管理基本业务程序并对以下方面进行检查：
the Client face-to-face and telephone interaction
与客户现场或电话沟通能力
Telecommunication operation, features and capabilities
电话沟通技巧操作能力
Supervise the cleaning and maintenance program
监督中心的日常清洁和维护计划

General Duties
基本职责
Greets and handles in-house guests
接待服务中心客户
Maintains a high level of alertness and professionalism at the front ｃｏｕｎｔer by anticipating and responding to guests an/or potential clients’ needs or queries
通过预测和响应客人或潜在客户的需求或询问，在前台保持高度的警觉性和专业性
Ensures a continuity of presence at all reasonable times at the workstation area
保证在所有合理时间里都出现在这个工作区域
Coordinates conference room bookings, refreshments for meetings
协调中心会议室预订工作
Assists with stationery control, office equipment maintenance and purchase of supplies
协助文具管理、办公设备维护和用品采购
Supports other team members in performing duties and achieving work objectives
支持其他团队成员履行职责并实现工作目标
Handles client inquiries and refers to Management where required
处理客户咨询，必要时向管理层咨询
Other duties from time to time as designated by the General Manager or Director
总经理或总监指定的其他职责

Customer Service
客户服务
Establishes and offers input on improvement to service standards
建立并提供改进服务标准的投入
Carries out duties and interactions with clients in a professional manner at all times
始终以专业的方式履行职责并与客户互动
Ensures that the Centre’s service standards are maintained at all times
确保始终保持中心的服务标准
Ensures that clients’ requests and demands are responded immediately and met to the best of your professional ability. This include handling of inquiries, complaints and feedback’s
确保客户的请求和要求立即得到响应，并尽您的专业能力得到满足。这包括处理询问、投诉和反馈
Develop rapport and professional business relationships with fellow colleagues and clients
与同事和客户建立融洽的专业业务关系