北京招聘

? Responds to and accurately resolves customer inquiries. * Utilizes work processes, product training, experience, web sites, Answer Center, business file shares to determine how to process the customer request as well as finding the answer. Utilizes ongoing learning sessions to increase the % of contacts that the CBR is able to resolve on the first contact with CIG.
? Database / document customer inquiries. * Must utilize appropriate documented work processes to process and record all requests. Must be proficient in Siebel- both in documentation and querying. Must utilize template signatures in AVAYA when handling requests which enable consistency of responses across the CIG globally, aiding in efficiency and consistency.
? Demonstrates strong problem solving and decision making skills. * Employee needs to 'think outside of the box' and take initiative when it comes to handling requests. The employee must be proactive, efficient and own each request handled- either by phone, in person or electronically.
? Demonstrates strong multi-tasking skills. * Employee must be able to multi-task between the phone and e-mail. If assigned to work on the phones but the call volume is low, employee must recognize the need to process e-mails. If the phone volume increases, the employee must recognize the need to end the e-mail fulfillment and switch back to taking phone calls. The same is true if the employee is assigned to handle e-mail requests. If the phone volume is high and there are calls in queue, the expectation is that employee will assist by taking phone calls until the queue is cleared out. Must be empowered to 'know where to be' at any given time on any given day- sometimes despite the schedule.
? Takes initiative and independent action; attempts to influence events to achieve results; seizes opportunities in a responsive manner; has a bias for action and taking appropriate risks. * Proactively shares knowledge, and communicates new methods of working efficiently to work group and appreciates knowledge and experience shared by others. Works independently to produce quality results. Proactively moves issues and problems forward to achieve results. Proactively builds strong relationships with businesses to increase the level of trust between CIG and the business.
? Update, create, and improve work processes. * Identify work process change needs and recommend updates to increase team efficiency.
? Teamwork- Contributes to effective team output through cooperation, participation and a commitment to shared vision and goals. * Must have strong, mature teamwork skills and a desire to work within a team environment. Must be willing to share ownership of successful improvement methods and teach others for the benefit of the organization. Shares responsibility for the direction, accomplishments and active recognition of team actions. Actively works to establish strong team relationships that help improve efficiency and effectiveness.
Education Qualification Experience in Yrs Other Qualifications / Requirements
Bachelor's Degree preferred 1 years + in Customer Service preferred Familiarity and interest in the sciences and chemistry is preferred.

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