職位需求編號: 4010

Membership Services Officer

職業檔案簡介

The job holder is responsible for supporting the operations of customer service hotlines and digital support channels, ensuring quality service delivery aligned with the Club's vision and guiding principles. Key functions include handling inquiries, event registrations, reservations, and complaints, while conducting data analysis to inform decision-making. The job holder plays a critical role in providing a seamless customer experience across various platforms, leveraging both telephone and online channels to meet customer needs effectively.

職位定義

Delivering top-tier customer support through digital channels, such as live chat, email, social media, or over the phone. This remote support position demands a combination of strong communication skills, proficiency with customer service technology, and a thorough understanding of the Club's services and products. Virtual Customer Service Representatives are responsible for troubleshooting, providing accurate information, handling complaints, and processing transactions, all with the aim of resolving customer queries swiftly and satisfactorily. They must exhibit patience, empathy, and professionalism in every interaction to maintain the Club's reputation for excellence in customer relations. The job holder also involves documenting customer interactions, providing feedback to the organization for service improvements, and staying current with the Club's offerings and policies to ensure consistent and reliable assistance regardless of the customer's location.

主要職責

Support daily operations by handling inquiries and ensuring service standard compliance during business hours.
Address customer inquiries and feedback across multiple channels with professional communication.
Resolve customer issues while providing product and service guidance.
Conduct administrative tasks including report preparation, data entry, and information verification to enhance operational efficiency.
Collaborate with internal teams to ensure timely resolution of customer requests and feedback.
Facilitate outbound initiatives and follow-up activities to strengthen customer engagement.
Supervise and support part-time staff to ensure operational continuity.
Identify improvement opportunities through customer feedback and operational data to drive service enhancement initiatives.
Maintain compliance with relevant policies and regulations to ensure operational integrity.
Perform any other related duties as assigned by supervisor.

偏好

資格證書

經歷

Minimum of 1 year relevant experience in a customer service environment, with a preference for call center experience.
Administrative experience is a plus, along with proficiency in MS Office applications, particularly Word and Excel.