北京招聘

职位宗旨：

对需要万事达卡救助的客户提供高效、主动专业的服务响应，基于公司制定的操作流程为客人提供高效贴心的救援服务

主要职责:

-按照工作流程处理所有客户的呼入呼出电话
-根据客户的需要，包括一般性服务、账号需求服务、持卡人卡片相关利益服务、旅行预订及援助服务，为客户提供必要及超值的服务
-确保往来文件，任务执行和通信联系正确及时的输入到系统之中
-在团队合作下工作，确保案件的正确处理
-努力达到部门和个人的任务指标
-良好的执行管理人员的决定、排班、各项规定、纪律。服从管理人员的管理并能够从员工层面上给予管理人员在工作、运营、流程方面的个人反馈、建议
-时刻以专业、协作的风范和其他救援部门员工联系与协作，始终如一的为建立积极的团队精神而努力
-发挥主人翁责任感，参与团队各项活动和项目实施，不断提升自身在服务方面的专业知识和对各项系统的操作能力

工作时间

呼叫中心需要每天24小时，每周七天,每年365/366天为客户提供服务，所以所有员工都要根据部门轮班制度在倒班 （早班，中班，夜班）的基础上开展工作

保密原则
万事达救助中心代表会接触到公司和客户的敏感信息；所以在与外部实体沟通时，必须谨慎行事





技能要求与任职资格:

-良好的广东话和普通话运用能力（包括口语和书写）
-良好的书面与口头的沟通能力
-良好的电话客户服务技巧
-有1年的团队客户服务相关工作经验（优先）
-良好的微机操作技能（WORD，EXCEL，INTERNET），和快速的打字能力
-大专或同等学历


Overall Position Purpose:

To provide an efficient, professional and proactive customer focused response to requests for MasterCard assistance, and to coordinate all aspects of assistance in a cost effective and thoughtful way in line with company procedures.

Major Responsibilities:

-To handle all inbound and outbound calls in a prompt and courteous manner in line with workflow standards
-To handle clients as necessary, including general service, account inquiry service, cardholders card relevant benefit service, concierge, travel and assistance service, by taking actions to provide high level services according to their needs and strive to always exceed their expectations
-Document conversations, actions, and correspondence into computer based system to ensure the clients and supervisor are updated accurately and timely on progress.
-Work in a team environment to ensure proper case handling
-Work towards achieving on all Objectives set for department and individual
-Work on projects as assigned by Supervisor
-Obey Beijing Regional Delivery Center rules, including working process, roster etc. And give suggestion to management team.
-Cooperation with other assistance section
-Staff engagement in all team building and program activities, taking ownership and responsibility, to consistently improve knowledge in services and handling skills in all work-related applications.

Guidelines:

Schedule
The department is open 24 hours per day, 7 days per week (including public holidays) and 365/366 days per year. All staffs are required to work on rotating shifts （morning shift, middle shift and night shift）in accordance with department roster

Confidentiality

MasterCard Assistance Center Agent will be privy to sensitive company and customer information; therefore discretion must be used with communicating with external entities



Skills/Qualifications:

-Excellent command of Cantonese and Mandarin (verbal and written),good command of English skill.
-Strong written and spoken communication skills
-Excellent telephone customer service skills
-Previous 1 years team working experiences in a customer service environment(preferable)
-Excellent PC skills (Word, Excel, Internet), including strong typing ability
-College Degree or equivalent

Allianz Global Assistance China

We help someone, some where in the world every two seconds.

Allianz Global Assistance is the world’s leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.

As Mondial Assistance we help more than 250 milion people each year. As Allianz Global Assistance we expect to dramatically extend our global reach and local impact.

In China we have almost 500 employees and more than 4000 service providers. With offices in Beijing, Shanghai, Guangzhou, Chongqing, Chengdu and Shenzhen, we are China’s leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home.

Worldwide our specialist assistance group involves more than 10,200 employees working in 28 countries. Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 153,000 employees and operations in 70 countries.

Allianz Global Assistance is a dynamic, innovative foreign company who believes in offering employees an opportunity to build an exciting and challenging international career with long term benefits. We are looking for bright and enthusiastic individuals to support our continued success. Please visit our website for more information.

安联全球救援在中国

每两秒钟，我们就在世界上的某个地方帮助一个人。

安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。

作为蒙迪艾尔，我们每年帮助超过2.5亿客户。作为安联全球救援，我们期待我们的服务能覆盖全球更多国家并加深对本地市场的影响。

在中国我们拥有近500名员工和4,000多家服务供应商。我们的办公室分布在北京、上海、广州、重庆、成都、深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。

在世界范围内我们拥有12,000多名员工分布在28个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有153,000多名员工。

作为一个充满活力、不断创新的外商独资企业，我们为员工提供有益于长远发展的，激动人心和充满挑战的国际化职业发展机会并诚邀精英加盟来共同拓展我们的事业。

请登录我们的网站查询更多信息。

邮箱：hr@allianz-assistance.com.cn