北京招聘

Job Description - Customer Service Manager (售后服务/客户服务经理)

The job of a Customer Service Manager is a highly focused position to ensure that the organization understands and satisfies the customer’s requirements. Customer service manager help in developing customer service policies and procedures for an organization and handle the complex inquiries from the customers. A Customer service manager’s main aim is to provide fantabulous customer service.
客户服务经理主要职责是保证公司能够理解和满足客户的需求，帮助公司建立客户服务制度和体系，并处理复杂的客户咨询投诉等事件；客户服务经理主要目标是提供出色的客户服务。

Duties and Responsibilities 岗位职责
Developing customer service standards, policies, procedures and systems for the organization or department. 根据公司的发展制定客服标准、政策、流程和系统。
Analyzing data or statistics to identify the customer service level, the organization is providing.分析数据和统计，评判客服水平。
Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. 培训员工，提高员工客服水平，进行员工的评估和招聘。
Supervising customer service providing by EcoWater or from the dealers, learning about the products or services of the organization, and following up-to-date with modifications. 监督来自怡口及其经销商提供的售后服务,学习公司相关产品或服务的知识，更新最新信息。
Issuing compensations，refunds and insurance to customers and maintaining accurate and timely records of correspondence or discussions with the customers.处理客户的补偿、退款及保险方面的事务，及时准确地保留与客户的通信及讨论记录。
Handling all customer complaints or major incidents.受理所有客户的投诉或重大事件。
Supervising the internal/external customer service representatives’ team and ensuring that all the customers receive immediate service. 监督内部/外部客户服务代表，确保客户第一时间得到的服务。
Handling all inquiries and requests of customers, and resolving the problems swiftly. 处理所有客户的咨询与要求，并迅速解决问题。
Following up with complaints or inquiries of customers.跟进客户投诉或咨询。

Skills and Specifications 任职技能要求
Politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems. 处理复杂问题时要礼貌、自信、机智、耐心。
Motivational, listening, and problem-solving skills. 擅于动员，倾听意见并具备处事技巧
Ability to produce creative ideas to ameliorate customer service standards. 能提出创意以改进客服标准。
Should be able to ameliorate customer service skills. 能改进客服技巧。
Ability to lead and supervise teams and work under tight deadlines. 在高压下能领导和监督团队工作。
Excellent customer-service orientation. 具备出色的客服定位。
Strong interpersonal and listening skills. 具备较强的人际交往与聆听技巧。
Ability to correspond ideas in both user-friendly and technical language. 具备用简洁的技术语言回答客户问题的能力。

Education and Qualifications 任职资格
Degree in Consumer studies, Business studies, or Management studies related field from an accredited institution.消费学、商业或管理相关领域的研究的学位。
More than six years’ experience in customer service management for the related scope such as light commercial and family equipment .6年以上相关领域(轻工或家电等产品)客服管理相关工作经验。

                                          欢迎加入怡口净水！

    1、关于怡口
    美国怡口净水是Marmon Water/Berkshire Hathaway下属企业, 沃伦·巴菲特(Warren Buffett)旗下的伯克希尔·哈撒韦(Berkshire Hathaway)公司2020年位居《财富》美国500强排行榜第6位及2020年全球最受赞赏公司排行榜第5位。
    Marmon集团业务遍布全球20多个国家，拥有125多个独立事业部、350多个生产基地及销售服务公司。隶属于Marmon集团的民用水处理业务部，为全球消费者提供极具价值的家用水处理产品，创造高品质水生活环境。
    1925年，美国怡口净水诞生，发明并专利注册了家用全自动软水机，总部位于美国明尼苏达州首府St. Paul（圣保罗）市，目前已拥有11个全球生产基地及销售公司，4个研发中心，将高品质的净水产品传递到北美、欧洲、亚太等地区，领跑高端净水市场格局。
    美国怡口净水优先提出全屋净水概念，并创新推出专业、全面的全屋净水解决方案，从前置过滤器、中央净水机、中央软水机及末端直饮水机，360°全方位呵护每一滴用水健康，怡口全屋净水让您的家庭体验高品质水生活!
    
    2、产品
    水和空气整体解决方案
    水和空气的污染是人类可持续发展必须解决的重要问题，以造福人类健康生活为使命，怡口净水为中国家庭打造水和空气整体解决方案。
    怡口净水设计并制造能够处理一种或多种水与空气问题的水处理产品和空气净化产品。以下仅做部分的功能举：
    a.软水机：用于降低水的硬度（主要是钙和镁）；
    b.净水系统：用反渗透、超滤等过滤方式，从饮用水中去除大部分的污染物；
    c.多种类别的建筑用过滤器；
    d.空气净化器。
 
    3、联系方式
    地址：江苏昆山玉杨路366号平谦国际现代产业园3号门 B幢，C幢。
          上海市静安区上海市延安西路129号华侨大厦19楼&2006-2007室。