物业管理服务-客户服务副领班

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland.

The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou.

Our people are the most precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team.

We are looking for talented, energetic, self-motivated team players. Are you ready to join us now?

工作职责：

1. 理解公司的经营策略和工作要求，跟随上级执行客户服务的工作及关键绩效指标(KPI)，并致力推动以客为尊的服务理念及达到所定的关键绩效指标(KPI)。
2. 按已制定的岗位编配及排班表，在不同岗位值班及执行日常工作，并贯彻上级的指令和方向，适时汇报及有效处理出现在运作上的问题。
3. 熟悉所有服务流程，依据工作流程服务标准处理及如实执行客户服务组的日常工作、服务到位、「客人」/「访客」及「租户」的问题和要求得到适时跟进；并确保为「客人」提供有效率的服务
4. 通晓遇事通报机制、突发及紧急事故通报及处理等不同方面的合作分工细节，确保遇事时为「客人」/「访客」及「租户」提供第一手现场协助，听从上级指示，协助处理突发及紧急事故，使受影响情况有效控制及减至最低，跟进后续工作及相关事宜。
5. 处理「客人」/「访客」及「租户」的服务查询、要求或投诉，协助「客人」与「租户」间的调解工作，包括记录、适时跟进及回访，致力跟进事情直至确认「客人」/「访客」及「租户」感到满意为止。如遇复杂个案，立即向上级通报，寻求协助。
6. 全面了解及熟悉服务要求、工作资料、更新的工作流程及最新的服务要求。
7. 参与培训，有足够认知及经常处在最佳状态工作，为「客人」/「访客」及「租户」服务。
8. 熟悉最新业务运作安排及整个项目的相关推广活动，跟进上级指示的工作，确保运作顺畅。

基本要求：

1. 高中或以上
2. 2年以上酒店酒店、大型购物中心、写字楼、高档会所或百货业客服经验
3. 理解为「顾客」提供优质及服务的重要性
4. 协调、处理和跟进事件的技巧和耐性，良好沟通技巧和语言表达能力
5. 亲和、友善好客和平易近人的服务态度，及优质服务标准的认知
6. 富有主动性，良好的记忆力，重视事情的细节，良好观察能力，及团队合作精神
7. 正面和热诚的工作态度、及良好个人品格

共同拥抱我们的核心价值：诚信、永续、卓越及开明。

We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, sex, age, religion, disability, marital status, or any other characteristic protected by PRC law.

If you have specific needs that require reasonable accommodation during the recruitment process, please let us know.

Personal Information Collection Statement (For recruitment purposes)

Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application.