职位描述
ESSENTIAL DUTIES AND RESPONSIBILITIES:The incumbent will also be responsible for, but not limiting to the following duties:
Exercises independent judgment in call center activitiesExercise judgment within broadly defined practices and policies in selecting methods, development, and maintenance and system standardsLeads training and guidance of call center staffProvide support to other call agents for obtaining resultsFormulates and monitors project plans within Call CentreRespond customer calls and assess customer requirement and determine the most cost effective way to resolve a customer problem at optimal fix rate to achieve efficiencyInterface with service engineers and coordination resources to arrange field engineer dispatching in order to resolve customer problem on a timely mannerMonitor and collect customer complaint data in order to enhance customer satisfactionAnalyze Call Center issues, escalate to field service managers for prompt actionsMaintain customer call records and process to meet service and quality system requirementRecommends changes on call procedures, field service and training, etc.ESSENTIAL QUALIFICATIONS:EDUCATION: At least College degree in Engineering, Electronic, Mechanical, Automation and Medical Biology EngineeringLANGUAGE: Excellent English skills in speaking, reading and writingCOMPUTER: Good computer skill on Words, PowerPoint and ExcelEXPERIENCE: Four years working experience and related education background is preferred. Being experienced in the customer service is preferred.
FUNCTIONAL COMPETENCIES:A highly motivated individual who is willing to take on new challenges and leading to ensure successful operation of the Call Center in ShanghaiKnowledge of China service strategy and dealers39; operationOpen to change and improvementExcellence communication, negotiation, teamwork and people skillsField technical and products knowledgeGood analytical and process oriented skillsCapable of dealing with conflicts (internal, external) and turn conflicts into opportunity for improvement
