Senior Customer Service Executive (Service Management & Strategy)

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 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

- 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.

- 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.

- Competitive salary package, open for negotiation: Salary, allowance, 13th month bonus salary, gift, annual salary review

- Training & development: Personal development course, professional training course, solf skill training course...

- 15 paid-leave annually; Social, Health, Unemployment insurance

- Health care scheme: PVI Health insurance; Annual health check

- Caring & Sharing: Birthday, Wedding, Child birth, Funeral, Full Moon, Lunar New Year, Children Day...

- Lunch/Dinner at canteen; Free motorbike parking; Perdiem for Business Trip; Team building Activities

- Minimum of 3-5 years of experience in customer service, preferably in a shopping mall, luxury retail, or hospitality industry

- VIP service experience and a deep understanding of high-end clientele needs is a plus

- Excellent communication and interpersonal skills with a refined, professional demeanor

- Strong problem-solving abilities and attention to detail

- Fluency in English"

• Resume