职位描述
Job Summary职位概述:
For handle customer technical inquiry and trouble shooting case by the hotline.
通过热线电话处理客户的技术咨询与解决客户的问题.
Main Tasks & Responsibilities主要工作职责 :
1. Responsible for handle customer technical inquiry and trouble shooting by phone
通过电话处理用户的需求和问题
2. Good use of remote diagnosis tools, Customer information Management System, telephony system, other web tools to fulfill customer service request and record communication
熟练使用远程诊断工具，客户信息管理系统，电话系统，和其他Web工具，以满足用户的需求
3. Ability to handle of reagent trouble shooting, as well as software and/or hardware trouble shooting
熟悉试剂的使用方法和注意事项，以及软件和/或硬件的问题处理
4. Follow up with open case processing until we close case
日常case的跟进工作
5. Relocate to field service/application team in order to renew technical knowledge and service experience
区域现场服务，以巩固和更新技术知识和工作经验
6. Use service standard words and treat our clients warm, polite and satisfy our customers
使用服务标准用语，服务用户，让用户满意
7. Fulfill the working arrangement and be responsible for relocate work. To ensure timely completion of individual KPI
合理安排工作，完成个人KPI
8. Constantly learning new knowledge and actively attend company technical and soft skill training program
积极学习新的产品知识，参加各项技术和技能的培训
9. Other task assigned by line manager/supervisor
直线经理/主管分配的任务
Basic Requirements of the Job基本任职资格:
Education & Qualifications教育背景与专业资格:
1. Bachelor/Masterstudent (graduate in 2020)in Clinical Diagnostics or Appropriate Science or Medical discipline
医学检验或医学类相关学科本科及以上在读本科或研究生（2020年毕业）.
2. Good at English spoken and writing; Good computer skill in office software
熟练使用英文和办公软件.
3. Speaking in a clear voice, mandarin standard, good team communication skills and understanding capability
熟练使用普通话，良好的沟通与理解能力.
4. Good communication skills, good sense of customer service
熟练的客户沟通能力与服务意识.
5. Good-natured, patient, responsible, with team work spirit, be able to work under pressure and conflict management capability
有耐心与责任心，并有良好的压力承受能力.
Leadership Competencies领导能力：
Leadership competencies at proficient level, in line with corporate framework
参照罗氏集团领导能力标准和要求，领导能力达到熟练水平
招聘城市：上海
