北京招聘

主要工作内容：

1、热线电话接听

2、客户投诉处理

3、客户电话回访

岗位目标/Purpose of the position

The Service Specialist (Call Center) is responsible for providing professional after-sales service, assists the sales, marketing and service team in customer related products issues, to ensuring a high level of customer satisfaction.

主要任务/Main tasks

800 call handling

• Provide support to customers for incoming telephone calls, Email, WeChat, and contacts.
• Notify and allocate correct service engineer upon receiving customer’s call for repairing.
• Tracking service call till the case is closed.
• Handle at least 80% of all customer requests products, technical problem etc. immediately and efficiently.
• Answer customer’s questions regarding product, job status and completion date, invoice queries, etc., or route information request to proper area for answer.
• Document all assigned data about inquired customer information in an accurate and timely manner, including maintenance of the contacts database and call history notes.
• Maintain register and distribution of product service info and service databases of the company.
• KPI report statistical & analysis

Customer complaints

• Authorize the return of products by the customer in accordance with the authority policy and return goods procedure
• Collect customer complaints request, and escalate to Manager if critical
• Communicate with local production and Dr？ger Germany for claims
• Check action status if necessary.
• KPI report statistical & analysis
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Customer survey

• Conduct customer satisfaction survey and feedback to Customer Support Manager on monthly basis

Others

• Maintain safe and healthy work environment by following standards and procedures; comply with all quality, safety, and work rules and regulations

Other duties as assigned by superior / manager

岗位要求/Position requirements

1-2 years of experience in a multinational company as Service Assistant, preferably in customer support related position Experience in Call Center similar position is preferred Excellent graduate is also acceptable

德尔格公司早在本世纪五十年代便开始活跃于中国医疗设备和工业安全产品的各大领域。德尔格的开拓者们始终坚守着“大胆创新、以质取胜”的办事原则，在中国赢得了一定的市场份额。为了确保产品适应于中国市场和保证德尔格在世界各地所公认的售后服务质量，德尔格分别于一九九四年和二〇〇〇年在上海投资和建立了公司，负责德尔格公司和北美德尔格公司在中国的一切业务，并拥有雇员近五百人。
As early as in the 1950s Draeger Company was already actively engaged in various fields of medical equipment and industrial safety products in China. Always adhering to the principle of "brave innovation and being quality-centered", the explorers of Draeger have won certain market share in China. In order to make sure that Draeger products accord with the Chinese market and to ensure the qualify of after-sales service by Draeger that is recognized world wide, Draeger Medical invested to establish Shanghai Draeger Medical Instrument Company Limited (SDMI) in 1994 and Draeger Medical Equipment (Shanghai) Company Limited (DME) in 2000, respectively, in Shanghai to be responsible for all businesses of Draeger (Germany) Company and Draeger (North America) Company in China, and nearly 500 persons were employed.

德尔格医疗设备（上海）有限公司是一家由德尔格股份有限公司投资成立的独资企业。目前公司分别在北京、广州、成都、西安设有分公司，在台湾与香港分别设有两个独立的法人公司。公司销售和提供服务的产品覆盖麻醉、呼吸、急救、新生儿、医疗供气系统、吊臂设备、床头设备、手术台、手术灯、净化室 等各个领域。
Draeger Medical Equipment (Shanghai) Company Limited (DME) is an enterprise solely invested by Draeger Medical Joint Stock Company Limited. At present, four branches have been established in Beijing, Guangzhou, Chengdu and Xian, and two independent incorporated companies, Draeger Medical Equipment (Hong Kong) Company Limited and Draeger Medical Equipment (Taiwan) Company Limited, have been set up in Taiwan and Hong Kong, respectively. The company sells products and provides services that cover various fields such as anesthesia, breathing, emergency care, newborn infants, medical gas supply systems, arm-suspension equipment, bedside equipment, operating tables, operating lamps and decontamination chambers etc.

愿景
Vision
我们是即时医疗解决方案的首选合作伙伴，并能吸引本行业***的人才。
We are the preferred partner for Acute Point of Care Solutions - and are able to attract the best people in the industry

使命
Mission
我们承诺我们的服务是符合大中华区的客户需求。我们的使命是在病人治疗的全过程中提供有效和成本优化的解决方案-从急救、治疗、手术室和麻醉，到危重症治疗、围产期治疗和家庭治疗。
We are committed to meeting out specific customer needs in Greater China. Our mission is to create effective. Cost-efficient solutions throughout the patient care process from Emergency Care, OR and Anesthesia, to Intensive Care, Perinatal Care and Home Care.

德尔格中国公司文化的核心原则
Core Principle of Corporate Culture for Draeger China
团队合作 Teamwork
尽心尽责 Ownership
积极进取 Passion
正直诚信 Integrity
客户至上 Customer Orientation

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