客户关系专员
Client Relations Specialist
LVH 是面向全球精英的顶级家庭租赁服务，汇聚了一群值得信赖的房主和客人，他们共同追求精致、优雅和提升的人类体验。LVH 提供最精心策划的体验，无与伦比的在-home 全面服务，独家房屋管理以及咨询服 务，并结合最新的技术趋势。在总体监督下，客户关系专员将为客户提供直接支持，按需执行相关工作。
主要职责：
- 管理与客户通过各种渠道的初步沟通
- 维护完整的客户档案
- 通过初步评估客户的背景和需求来筛选潜在客户
- 将有利且高价值的潜在客户分配给客户关系总监
- 协助客户关系团队完成交易的各个阶段
- 保持我们 CRM 系统中的数据准确性
- 追踪潜在客户来源以支持未来的市场推广计划
- 在非中心班次期间确认合适选项的可用性和价格（通过短信、邮件或电话与房主和合作伙伴沟通）
- 在非中心班次期间使用 CRM 系统准确高效地制定提案（选择合适的选项，检查它们是否已纳入物业管理系统，准备价格，并在需要时整理地图）
- 准备预订摘要和文件
- 处理并发送不同类型的合同
- 向团队和相关方分发信息
- 在没有团队主管的情况下监督本班次和团队的所有活动
- 执行客户关系总监 - 运营分配的其他任务
要求
- 5 年以上以客户为中心的经验，涉及酒店、旅游、礼宾及高管支持
- 具有豪华或高净值客户经验者优先，但非必需
- 出色的英语口头和书面沟通能力
- 本科及以上学历为最低教育要求
- 熟练使用 CRM、Google 套件和其他组织工具
- 具备多任务处理能力，并能在截止日期前有效工作
- 了解客户服务原则和最佳实践
- 良好的组织和时间管理能力
- 具备批判性思维、人际交往和解决问题的能力
- 强大的分析能力，注重细节，出色的组织和多任务处理能力
查看英文原文
LVH is the premier home chartering service for the world’s elite, bringing together a collective of trusted homeowners and guests who share a passion for refinement, elegance, and elevated human experiences. LVH offers the finest curated experiences, unparalleled in-home full services, exclusive home management, and advisory services combined with the latest technology trends. Under the general supervision, the Client Relations Specialist will provide direct support to Client Relations to perform related work as required.
Essential Functions:
- Managing all aspects of initial communication with Clients across various channels
- Maintaining comprehensive Client Profiles
- Qualifying leads by performing an initial assessment of the client’s background and request.
- Assigning favorable and high value leads to Client Relations Directors
- Assisting the Client Relations team in all stages of the deal-closing process
- Maintaining the accuracy of data in our CRM system
- Tracing lead sources to support future marketing initiatives
- Confirm availability and pricing of suitable options for active requests during non-central shifts (by communicating with owners and partners via text, email, or call)
- Develop proposals using the CRM system accurately and efficiently during non-central shifts (by choosing the right options, checking if they are already a part of the Property Management System, preparing pricing, and putting together a map, if required)
- Prepare Booking Summary and file documents
- Handle and send different types of Contracts
- Distributing information to team and stakeholders
- Overseeing all activities within the shift and team in the absence of a Team Lead
- Performing other tasks assigned by the Client Relations Director - Operations.
Requirements
- 5+ years client focus experience with hotel, travel, concierge & executive support
- Experience with luxury or high net worth clients is preferred but not required
- Exceptional verbal and written English communication skills
- Bachelor's degree is a minimum educational requirement
- Strong experience with CRM, Google Suite and other organizational tools
- Multi-tasking capabilities and work effectively under deadlines
- Knowledge of customer service principles and best practices
- Good organization and time management
- Critical thinking, interpersonal, and problem-solving skills
- Strong analytical skills, detail-oriented and exceptional organizational and multitasking skills
- Focuses and works together with team members in accomplishing work objectives.
- Actively appreciates the diverse capabilities, insights, and ideas of others and working effectively
- Sets high standards of performance for self-assuming responsibility and accountability
Originally posted on Himalayas