Service Coordinator - Night Shift - 服务协调员
安迅（北京）金融设备系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机硬件 计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2017-05-20
- 工作地点：上海-徐汇区
- 招聘人数：1人
- 职位月薪：5-6万/年
- 职位类别：咨询热线/呼叫中心服务人员
职位描述
职位描述：
职位描述：
概要：
呼叫管理服务协调员（SC）负责主动规划在特定地理区域或客户责任范围内收到的所有工作订单分配。标准委员会还负责确保所有可用资源得到有效利用，并确保一致地实现预定义的服务水平，达成合同协议。
SC的主要功能是支持分配给他或她或特定地理区域或领土内的客户工程师（CE）的活动。 SC计划，优先排序，分配和监控CE的所有公开工作单。此外，执行升级管理活动可能需要较高级别，这些活动为领域和客户提供端到端跟踪。
教育和体验要求
?客户服务和支持方面有一至两年的经验
?基本的PC素养
?键盘熟练程度
?了解地理区域和利用地图工具分配工单的能力
?了解基于Windows的应用程序/工具
?关系建立技能
?良好的沟通能力，口头和书面以及听力技巧
重点领域责任
服务协调员的主要职责包括：
?接受路由到CALL MANAGEMENT的工单的所有权
?为客户工程师积极规划，优先排序和分配所有未完成的工作任务，确保及时交付服务以符合我们的合同条款和条件
?监测和控制所分配的特定地理区域内的所有未完成的工作单，包括资源和部分。
?识别和升级给团队领导或领土管理者或正确的人员，导致工作订单超出特定合同回复或修复时间的任何情况。
?当跨越领土边界的工程师的流动需要填补任何技能或资源短缺时，与其他服务协调员合作。
?在电话管理中执行预定义的开始和结束日程序。
?记录任何外部来源引用的客户投诉的任何请求的信息，并按照定义管理升级。
?与工程师保持有效和及时的沟通，定期取得进展情况
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
Job Description:
Summary:
The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.
Education and Experience Requirements
? One to two years experience in the area of Customer Service and Support preferred
? Basic PC literacy
? Keyboard proficiency
? Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
? Understanding of Windows-based applications/tools
? Relationship building skills
? Excellent communication skills, verbal and written as well as listening skills
Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
? Accept ownership of work orders routed to CALL MANAGEMENT
? Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
? Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
? Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
? Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
? Performing predefined start and end of day processes within the CALL MANAGEMENT.
? Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
? Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding
EEO Statement
Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
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职位描述：
概要：
呼叫管理服务协调员（SC）负责主动规划在特定地理区域或客户责任范围内收到的所有工作订单分配。标准委员会还负责确保所有可用资源得到有效利用，并确保一致地实现预定义的服务水平，达成合同协议。
SC的主要功能是支持分配给他或她或特定地理区域或领土内的客户工程师（CE）的活动。 SC计划，优先排序，分配和监控CE的所有公开工作单。此外，执行升级管理活动可能需要较高级别，这些活动为领域和客户提供端到端跟踪。
教育和体验要求
?客户服务和支持方面有一至两年的经验
?基本的PC素养
?键盘熟练程度
?了解地理区域和利用地图工具分配工单的能力
?了解基于Windows的应用程序/工具
?关系建立技能
?良好的沟通能力，口头和书面以及听力技巧
重点领域责任
服务协调员的主要职责包括：
?接受路由到CALL MANAGEMENT的工单的所有权
?为客户工程师积极规划，优先排序和分配所有未完成的工作任务，确保及时交付服务以符合我们的合同条款和条件
?监测和控制所分配的特定地理区域内的所有未完成的工作单，包括资源和部分。
?识别和升级给团队领导或领土管理者或正确的人员，导致工作订单超出特定合同回复或修复时间的任何情况。
?当跨越领土边界的工程师的流动需要填补任何技能或资源短缺时，与其他服务协调员合作。
?在电话管理中执行预定义的开始和结束日程序。
?记录任何外部来源引用的客户投诉的任何请求的信息，并按照定义管理升级。
?与工程师保持有效和及时的沟通，定期取得进展情况
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
Job Description:
Summary:
The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.
Education and Experience Requirements
? One to two years experience in the area of Customer Service and Support preferred
? Basic PC literacy
? Keyboard proficiency
? Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
? Understanding of Windows-based applications/tools
? Relationship building skills
? Excellent communication skills, verbal and written as well as listening skills
Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
? Accept ownership of work orders routed to CALL MANAGEMENT
? Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
? Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
? Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
? Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
? Performing predefined start and end of day processes within the CALL MANAGEMENT.
? Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
? Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding
EEO Statement
Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
职能类别： 咨询热线/呼叫中心服务人员
公司介绍
NCR 公司（纽约证券交易所股票代码为NCR）位列世界财富500 强，成立于1884 年，总部位于美国乔治亚州的德卢斯市，全球员工 22,000 人，是一家全球性技术公司，是全球自动柜员机、自助结帐系统以及其他自助和辅助服务解决方案的领导厂商，在100 多个国家和地区有1100 多个分公司，拥有30 多个研究开发中心和5 个生产基地，中国的北京工厂、匈牙利的布达佩斯工厂和印度的本地治里（Pondicherry）工厂, 美国佐治亚州哥伦布市工厂以及巴西玛瑙斯市工厂。年营业额50 亿美元，业务遍及世界 100 多个国家和地区。
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
联系方式
- 公司地址：上班地址：淮海中路398号博银大厦