北京招聘

About the Role

岗位简介：

This role will assist the manager to monitor the operations of WeChat customer service team, support the team to achieve of KPI, productivity expectations, and customer support activities.

协助经理运营微信客户服务团队，协助团队达到KPI要求，实现效率目标及完成客服任务。

Responsibilities

岗位职责

· Monitor the operation of Wechat customer service team, including efficiency and quality;

· 监督微信客户服务团队的日常运营，包括运营效率与质量；

· Ensure timely follow up and ensure exceptional service to meet the overall business goals;

· 确保及时跟进各项任务，确保高质量客户服务，达成整体业务目标；

· Work with the manager to develop and implement best practices to enhance efficiency and customer service;

· 与经理紧密合作，推广并执行***做法，以提升效率与客服质量；

· Accountable for meeting/exceeding guest needs, issues management and resolution, and escalation;

· 负责满足或超预期满足客户需求，负责客服事件管理、解决及升级处理；

· Coordinates all training needs for new hires, as well as on-going training needs for individuals or the team;

· 协调新员工培训工作及现有员工或团队培训工作；

· Consistent interaction with the multiple and participate in regional customer support initiatives;

· 持续协调并参与地区客服支持计划；

· Provide assistance, guidance and information to support other members to achieve the company's objectives;

· 协助指导其他团队成员实现业务目标；

· Other duties as assigned.

· 完成其他安排的任务。

   

Desired Skills & Experience

岗位要求

· Minimum of 5 years of customer service or airline industry;

· 5年以上客服经验或航空业从业经验；

· Minimum of 2 years of team leader/ management experience, strongly preferred in customer service operation;

· 2年以上团队领导/管理经验，客服团队管理经验尤佳；

· At least a college graduate (4-year course), university degree/Bachelor’s Degree;

· 4年制本科以上学历；

· Excellent verbal and written communication skills in both Chinese and English;

· 良好的中英文口头及书面表达能力；

· Skill in providing excellent customer experience;

· 能够提供出色的客户服务；

· Ability to work with very minimal guidance or supervision and strong time management skill

· 自觉性强，能在极少的监督指导下出色完成工作，拥有较强的时间管理能力；

· Immaculate telephone manners and communication skills;

· 出色的电话沟通交流技巧；

· Must be able to handle multiple projects and effectively manage different timelines;

· 多任务处理能力，及时完成各项任务；

· Must be an assertive team player with high energy to work in fast-paced environment;

· 工作积极性强，善于团队合作，适应快节奏工作环境；

· Must be able to work on shift including weekends, evenings and public holidays as scheduled.

· 可接受在周末、夜晚及公共假日轮班工作。

  

AirAsia is an equal opportunity employer and due to the volume of applicants only shortlisted applicants will be notified.

亚航为每位应聘者提供平等的机会，不过由于应聘者众多，亚航仅会对入选应聘者发送相关通知。

亚洲航空是世界领先的低成本航空公司，拥有超过150个横跨亚太区的航线网络。2001年营业至今，亚航已承载超过5亿名乘客，并从最早只拥有两架客机，不断扩展至拥有超过200架客机。亚航在马来西亚、印尼、泰国、菲律宾、印度及日本都设有营运总部与完善且密集的航线网络，服务范围涵括亚洲、澳洲、中东及美国等，并以身为一家真正的东盟（Asean）航空公司为傲。从2009年至2019年，亚航已连续11年被Skytrax年度世界航空调查评选为世界***低成本航空公司。

AirAsia, the world’s leading low-cost carrier, services an extensive network of over 150 destinations across Asia Pacific. Since starting operations in 2001, AirAsia has carried more than 500 million guests and grown its fleet from just two aircraft to over 200. The airline is proud to be a truly Asean (Association of Southeast Asian Nations) airline with established operations based in Malaysia, Indonesia, Thailand and the Philippines as well as India and Japan, servicing a network stretching across Asia, Australia, the Middle East and the US. AirAsia has been named the World’s Best Low-Cost Airline at the annual Skytrax World Airline Awards 11 times in a row from 2009 to 2019.