北京招聘

Contact Center Executive - Digital Benefits

客户服务中心主管 - 数字化福利

This role is accountable for the overall service delivered by, a team of colleagues working in contact center.

该职位全面负责客户服务中心的日常运营管理工作。

Responsibilities:

–      Organizes and monitor current activity so that the team meet Service Level Agreements (SLAs) and follow the agreed processes

–      Coordinates the team’s workload ensuring both business as usual and /or projects are delivered to required deadlines and level of quality

–      Handle the complicated cases/complaints to ensure clients’ high satisfactory

–      Analyzes data on the output of the team’s work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity

–      Drives and promotes the management and sharing of knowledge in the team of all client processes, tools and systems: ensuring documentation is correct, up to date and in line with any statutory or legislative changes

–      Ensure updates and changes to processes are consulted with relevant stakeholders and the agreed change management processes are followed by colleagues

–      Train project teams on quality management, procedures and how to implement them - including the necessary tools and techniques to enable project teams to achieve quality standards

–      Actively collaborates with project teams including virtual teams (i.e. broking, operation & IT) across Aon

–      Builds mutual trust and encourages respect and cooperation among team members.

工作职责：

–      确保团队符合Aon服务标准，遵循相关流程

–      合理安排团队成员工作，确保客户服务中心运营正常并按时按质交付项目

–      处理客户的投诉并且提供专业解决方案，提升用户体验感

–      总结并分析报告，预估客户来电趋势及可能产生的风险

–      确保相关客户的文件按照规定存档，推动团队内关于客户流程，工具和系统的分享

–      不断改进客户服务中心的流程，并对团队成员进行培训确保新流程的实施

–      对项目团队进行质量管理、流程和实施方法方面的培训，包括使项目团队达到质量标准所需的工具和技术

–      积极与项目团队合作，包括即经纪、运营和IT

–      建立相互信任，鼓励团队成员之间的尊重和合作

Qualifications:

–      Bachelor degree

–      At least 5 years relevant experience e.g. Operations and Customer Service environment; team management experience preferred

–      Basic knowledge about general employee benefits and individual insurance will be a plus

–      Excellent customer service, teamwork spirit and have high sense of responsibility

–      Ability to communicate effectively and courteously with diverse individuals and situations

–      Working knowledge of computers and standard office equipment with the ability to utilize the Internet

–      Be able to learn fast and work under pressure

–      Fluent English is a plus

任职要求：

–      本科学历

–      五年以上相关经验，如以电话为基础的客户服务或运营经历; 有管理团队经验者更佳

–      具有基本的员工福利和个人保险相关知识者优先

–      拥有客户服务意识，团队协作精神和高度的责任感

–      能够高效沟通，并能在任何情况下都温和有礼地对待所有客户

–      掌握电脑和标准办公设备的运用知识并且熟练使用互联网

–      能够快速学习新的内容并能在压力下工作

–      英语流利者优先

怡安人力资本咨询是世界领先的人力资源管理咨询机构，提供创新的组织与人才解决方案，在全球50个国家拥有15,000多名专业人士，为20,000多家客户提供服务。

怡安人力资本咨询扎根中国市场二十七年，在组织能力与人才战略、绩效与薪酬管理、人才测评与发展、健康与福利管理等领域的研究与实践兼具广度和深度。怡安人力资本咨询的数字化工具与人力资本分析能力正在为中国市场的上千家领先国企、民企与外资企业提供创新的、不断迭代的解决方案，助力企业实现组织与人力资源的数字化转型。