北京招聘

职位描述：
We have a fantastic opportunity for you to be involved in the growth and development of an expanding contact center with a strong focus on people development, motivation, leadership as well as the recruitment and training of new staff and the implementation of new procedures and systems.
Here at Booking.com we work at scale yet we never lose sight of what makes us personal. From the volumes we work with, to the changes we manage on a daily basis, through the daily interactions our teams have with each other; it all has a direct impact on our customers and our ability to grow. For this reason, we need experienced Customer Service Managers who are looking for the next step in their career to join our growing office in Shanghai.
You will work as part of the site leadership team to ensure incoming multilingual telephone and email customer queries are handled effectively and, most importantly, to the satisfaction of our customers. You’re mainly responsible for ensuring that the Shanghai Customer Service Center runs smoothly from an operational perspective.
This role is ideal for an enthusiastic, international Customer Services Manager with substantial team management experience in a contact centre environment, who is passionate about providing the best possible levels of customer services and has experience with motivating and driving performance improvements within the team.

B.Responsible:
- The successful organisation and running of an internationally focused Customer Service Centre;
- The management of the Customer Service Centre daily operation to meet SLA’s on both a local and global scale;
- The recruitment, management, coaching and development of a team of Team Leaders to ensure quality and productivity targets are met, as well as overall responsibility for the development of the contact centre agents through the Team leaders:
- Effective Change Management – knowing how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours;
- Conduct regular 1-2-1 meetings with your team to maintain focus and motivation on Customer Service standards and targets;
- Handle and oversee the management of site operational issues such as facilities and landlords, or other office/site tasks as appropriate;

B.Skilled:
- 5 or more years of contact center/customer service management experience;
- Minimum of University educational level or equivalent further education;
- Proven people management skills, including experience of managing large teams and managing middle management;
- Results-focused with strategic awareness to forecast both in the short and long term;
- Flexible and able to work various shifts if required, willingness to potentially move to another office is an advantage;
- Leadership flair with the skill to motivate others to perform and exceed expectations;
- Professional, proactive, positive and “can-do” attitude;
- Experience of setting up and developing contact centers is an advantage;
- Analytical skills;
- Fluent in both written and verbal English and Mandarin;
- Working knowledge of China’s Labor Law

Booking.com B.V.是全球最大的网上住宿预订平台，隶属于Priceline Group集团（纳斯达克上市公司：PCLN）。Booking.com的日均客房预订间数超过1,500,000。Booking.com网站以及APP吸引了来自世界各地的休闲旅游和商务差旅用户。Booking.com B.V. 公司成立于1996年，向用户提供各种类型住宿及最优惠的价格，其中既有小型的家庭经营住宿加早餐旅馆，也有五星级豪华酒店。由Booking.com运营的姐妹网站Villas.com已于近期上线，致力于为客人提供自助式住宿的选择。Booking.com秉承国际化理念，支持43种语言，已有1,400,000多家住宿登记注册，遍布全球220多个国家及地区。Booking.com B.V.公司总部位于荷兰阿姆斯特丹，在全球70个国家设有204家分公司。
Booking.com is the world leader in booking hotel and other accommodations online. It guarantees the best prices for any type of property – from small independents to five-star luxury. The Booking.com website is available in 43 languages, offers over 1,400,000 hotels and accommodations including more than 490,000 vacation rental properties and covers over 118,000 destinations in 221 countries and territories worldwide. It features over 100M reviews written by guests after their stay, and attracts online visitors from both leisure and business markets around the globe. With over 20 years of experience and a team of over 15,000 dedicated employees in 204 offices worldwide, Booking.com operates its own in-house customer service team, which is available 24/7 to assist guests in their native languages and ensure an exceptional customer experience.