北京招聘

Position Summary
To provide an efficient, professional and proactive customer-focusing response to requests for travel/medical assistance, and to co-ordinate all aspects of assistance in a secure cost-effective and thoughtful way in line with company procedures.

Position Accountabilities
？ Conduct on-job training for new hires and monitor their progress; Evaluate new employee’s probationary performance; Conduct on-going training/refreshing training for existing employees;
AC的在职培训和案例培训,试用期评估;
？ Supervise ACs deal with cases; deal with heavy case or handle the  case when needed;
？ 监督AC救援案例处理,优先参与处理重大案件，转运案件及VIP客户案件
？ Care for people: listen to employee concern and report to Operations Manager ;
关心员工，每月和员工交流一次，将员工及团队动态定期汇报运营经理;
？ Monitor team’s daily activity and ensure meet SLA of client.
Arrange enough staff to handle cases and calls, report potential risk to Supervisor (monthly)
保证班次有足够人力处理进线电话和案件协助，并达到客户要求的服务标准，及时向上级汇报人力使用情况和特殊需求 ；
？ Complicated/typical assistance case review and filed monthly
组织部门员工每月1-2次回顾总结复杂及问题案件，并记录存档;
？ Assist Q&T supervise ACs’ working performance and capability through call audit; evaluate every group members’ performance, potential and work attitude monthly according their work efficiency and result.
协助Q&T，通过监听案件处理电话了解监督A/C的工作能力及表现，AC需要改进的地方; 对每一位AC表现进行月度评估，并与奖金激励挂钩;
？ Complaints case handling. Be keen with any potential complaints during coaching, analysis and manage the investigations while and provide feedback timely. Knowing that complaints from which sources (operations, network, clients or etc.) and well record related information.
投诉案件处理: 在录音监听，案件操作检查以及辅导中发现潜在投诉案件并及时解决，协同对应部门处理已有投诉并做好记录。针对个别需要改进的员工及时进行指导并通告运营经理。
？ supervise and verify case handling;
每月进行案件操作流程优化监督;
？ Preparation for launching the new project(hotline setup, agent assignment and data in Unity and UnA);
协助做好新项目上线前的相关支持
？ Check AC’s payment and invoice, communicate with Finance related to accounts
核查员工的请款申请和以及给BU 制作的发票并且关于账务问题和财务部门的沟通
？ 24h on call to support on-duty AC’s consulting calls.
随时接听AC 打来的咨询电话并提供在线支持

Job Specification
？ Willing to work shifts, not only for day and night shifts, but also weekends and public holidays.
 能接受倒班工作，不仅是早晚班次，还有周末和法定节假日的班次安排。
？Excellent command of English and Mandarin (verbal and written)
 英文及普通话流利（包括口语及书写）
？ Strong written and spoken communication skills
 良好的沟通能力
？ Excellent telephone customer service skills
 拥有良好客服技巧
？ Previous 5+years working experiences in a customer service environment or 3+ years working experiences for          medical assistance service
 五年以上呼叫中心工作经验或3年以上医疗救援中心工作经验
？ Excellent PC skills (Word, Excel, Internet), including strong typing ability
  良好的办公软件能力
？ Medical, travel industry background will be a plus
  拥有医疗背景或旅游行业经验可优先考虑

关于安联世合
安联世合（Allianz Partners），隶属于世界500强安联集团，是集救援与保险解决方案于一体的世界领先B2B2C服务提供商，致力于在国际健康与生活、汽车、救援及旅行保险专业领域提供全球保障服务。安联世合在全球78个国家和地区开展业务，提供超越传统保险的全球解决方案，赋予救援全新的意义，随时随地为客户提供帮助和关爱。我们的创新解决方案专家通过安联救援，安联健康，安联汽车及安联旅行四个商业品牌提供面向未来的高科技，高触感的产品和服务。我们在全球拥有超过19,000名员工，每年成功处理超过5,400万个案件，专注于为世界各地的客户与员工提供贴心保障。安联世合大中华区于2003年正式进驻中国市场，成为***家外商独资救援公司。作为中国***家通过ISO9001:2008认证且于2017年取得ISO9001:2015新版认证的救援机构，安联世合已成为中国救援服务行业的领导者，并持续致力于通过覆盖全国的服务商网络和先进的信息技术提供更加卓越，高效，安全的解决方案，为客户创造更多价值。

About Allianz Partners
One of Allianz entities, Allianz Partners is a world leader in B2B2C insurance and assistance, specializing in the areas of international health & life, automotive, assistance and travel insurance. Operating in over 78 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it. Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. Our 19,000 employees handle over 54 million cases each year, motivated to go the extra mile to help and protect customers and employees around the world. We opened our China business unit in 2003 as a wholly foreign owned company in Beijing. As the first assistance company in China certified with ISO9001:2008; upgraded with ISO9001:2015 in 2017, today Allianz Partners is the leading provider of outsourced roadside services in mainland China. With our national provider network and advanced technologies, we’ve been consistently working on providing more excellent, efficient and secured solutions, creating more values for your clients and customers.