Jingzhu Zhou

Provide customer service to customers and tenants at the front counter of Regional Offices.
Respond to enquiries, including providing information about eligibility and policy.
Identify customers with complex needs requiring assistance from Housing Workers and make referrals.
Provide service delivery support to housing teams.
Determine financial assistance eligibility for customers accessing the Private Rental Assistance
Program (including streamlined admin bonds) and arranging appointments as required.
Process and issue private rental assistance cheques and bond guarantees to eligible customers.
Promote community resources and information through the dissemination of brochures and general
information to customers and key stakeholders.
Record and update accurate and appropriate customer contact details onto the central
notations system.
Discuss outstanding debt arrangements with customers and enter an agreed repayment plan,
within guidelines.
Inform and assist customers of their right of appeal and the complaint process.
Enter housing related data into relevant systems.
Administer the petty cash float.
Produce standard letters and word processing documents.
Compile documents for housing allocation kits and vacancy packages.
Undertake other clerical and administrative functions as required.
Participate in team meetings and development activities.
Participate in team rotation.
Work as a counter duty officer on a regular rostered basis.
Share information and provide advice and support to other regional office staff.

• Provided exceptional customer service, ensuring customer satisfaction and assisting with duty-free product selections
• Managed inventory control through purchasing, reporting, and optimizing sales reports to maintain optimal stock levels
• Led execution of new and existing initiatives to enhance customer interactions, resulting in improved sales
• Supported area manager with administrative tasks, including rostering and team coordination
• Maintained timely communication with head office, updating online orders and pre-orders
• Spearheaded team training programs to enhance customer service and product knowledge
• Performed general store duties, including housekeeping, to create a welcoming shopping environment.
• Built strong relationships with customers through positive attitude and attentive response
• Evaluated customer needs and feedback to drive product and service improvements

• Implemented ongoing training programs and provided mentorship to the staff, resulting in improved performance and customer satisfaction
• Optimized revenue by strategically managing covers per service period, leading to increased profitability
• Prepared and maintained staff rosters, ensuring proper staffing levels and optimizing labour costs
• Managed stock rotation and conducted regular stocktakes to minimize waste and maintain accurate inventory
• Monitored restaurant budget, analysed expenses, and prepared detailed reports for management review
• Fostered effective communication and teamwork by collaborating closely with kitchen and other resort departments
• Ensured restaurant consistently upheld resort standards in terms of cleanliness, presentation, and service quality.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service