Member Relations Executive / Nhân Viên Hỗ Trợ Hội Viên - Giải Quyết Khiếu Nại (Hà Nội)

70% Complaint Resolution

1. Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.
2. Ensure members receive accurate, consistent and timely responses for both requests and feedback via email or by forms; and maintain good Relationship with members to improve customer service standards.
3. Act as a subject matter expert and assist Club Managers in resolving member requests, or consult them on actual situations at the clubs.
4. Consult with Assistant Member Relationship Manager to determinethe best solution for complex requests.

20% Member Retention

1. Build Relationship with members via social networks or direct approach and become a trusted advisor for any concerns or requests.
2. Ensure that all MSMs make follow-up calls to members who raised requests in CSRs earlier.
3. Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.

10% Tracking and Reporting

1. Follow up with the MS team for fully understanding and checking the accuracy of reports as requested by the Assistant Member Relationship Manager
2. Supervise the input and handle CSR data for reports of clubs you are in charge of
3. Respond to questions/feedbacks from related Departments regarding report results

• Bachelor degree
• At least 1 year experience in Service Industry
• Advanced skills in English
• Excellent communication and people skills, both verbally and in writing
• A good understanding of the needs of customers
• Work with patience and courtesy in customer Relationship