北京招聘

A. Job title / Job code

International Reservation Sales Agent (based in Shanghai), reporting to Customer Care Centre & Sales Support Manager

B. Job purpose

The key responsibilities and accountabilities for the incumbent are to:

handle all incoming customer calls in line with Hertz quality standards, procedures and guidelines, working with and through others, building and maintaining relationships, in order to sell and promote reservations and Hertz products. Exceeding the customer's service expectations while converting phone calls into reservations.

C. Key-result areas (Major Accountabilities) (What is done and for what purpose)

+ Receive incoming calls from the market

+ Provide the customer with a timely and efficient response

+ Sell Hertz products and services where appropriate

+ Achieve performance targets (call-handling, hit ratio and quality)

+ Contribute to the achievement of team targets

+ Facilitate on-going improvements in service

+ Working as part of a team and be able to stimulate and motivate others

+ Dealing with customer complaints in a professional manner

D. Job Contacts (main interfaces inside and outside the company)

+ Customer

+ Hertz AP & International Customer Care Teams

+ Hertz China call centre team

E. Knowledge, skills and experience required:

(Detail here the knowledge, skills and experience required for satisfactory performance of the job)

Educational Background:

At least bachelor degree

Professional Experience:

Previous experience in a sales, customer service environment or call centre required

Knowledge:

Fluency in spoken and written Mandarin and English essential

Skills:

+ Good working knowledge of Microsoft: Word & Excel

+ Strong sales skill and persuasive

+ Highly Customer Service Oriented with adherence to established guidelines and procedures

+ Excellent communication skills - Written & Spoken

+ Excellent problem solving skills and ability to prioritize

+ Ability to work in a Fast-paced environment

+ Good Team Player with ability to build and maintain relationships

Competencies:

+ Relationship Management & Team Working

+ Effective Communication

+ Business & Customer Orientation

+ Analysis & Decision Making

+ Organisation & Resource Management

+ Drive & initiative

+ Professionalism & resilience

+ Adaptable and flexible

Critical Personality Traits:

+ Can do attitude

+ Being able to stay calm & professional in hostile situations

+ Team player

+ Being able to think on your feet

+ Effective and sound communication skills with all levels

+ Firmness with courtesy

Hertz Corporation,one of the world's largest general use car rental company operating from over 8,100 corporate locations in 147 countries, is actively expanding its business scope in China.We are seeking a highly qualified and enthusiastic candidate to undertake the position of Manager, Chauffeur Service Operations.
赫兹，全球最大的汽车租赁公司之一，分布在147个国家8100个租赁点，现在正在积极地把其业务范围扩大至中国。我们正在寻求热情而具备高素质的人员担任带驾营运部经理职位。
Interested candidates are strongly encouraged to forward their detailed resume in Chinese/English to us no later than 20th Dec,2008.Applications will be treated in strict confidence.
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