北京招聘

MAIN PURPOSE OF THE JOB
主要职责

Set up the contact centre and customer service operation pattern according to the company operation management policy; set up or improve the contact centre operation management policy, client service standard and complaint handling workflow, etc.; dig the clients' requirement and provide all-around value-added service to provide the internal and external clients with high quality, high performance, professional and convenient service, set up the brand image of ASSURANT client, enhance the clients satisfaction degree and to improve the business development.

根据公司运营管理政策，确定呼叫中心及客户服务运营模式，制定或改进呼叫中心运营管理政策，客户服务标准、投诉处理流程等，并通过不断探索、挖掘客户需求，提供各种附加值服务，从而向公司内、外部客户提供优质、专业、高效、便捷的服务，树立安信龙服务客户的品牌形象，全面提升客户满意度，促进业务发展。


DETAIL RESPONSIBILITY
职责内容

Contact centre management
呼叫中心管理工作

Set up the centralized contact centre operation model, service standard and contact centre operation management rules
建立集中式呼叫中心运营模式及呼叫中心运营管理办法

Set up or improve the standard workflow and talk skill of call-in, call-back, voice message reply and the follow-up
建立或改进呼入、呼出、语音留言回复及转办的标准化流程与话束

Establish or adjudge the contact centre KPI standard
制定或调整呼叫中心KPI标准

Monitor the service quality of contact centre and provide relevant training to the contact centre staff
监控呼叫中心服务质量，并为呼叫中心员工提供相应培训

Collect relevant information, improve and maintain the contact centre knowledge base
收集整理相关信息，完善和维护呼叫中心知识库

Create the contact centre statistic report and analysis report
制作呼叫中心各类统计报表和分析报告

Customer service management
客户服务管理工作

Follow up with the customer service policy, service standard and workflow, monitor and assess the customer service standard and quality
贯彻客户服务业务制度和流程，监督和考核客户服务业务标准和质量

Duty on consumer service relationship management, analyze the customer information and requirement, duty on the planning, organization, implement and the summing-up of customer service activity
负责客户关系管理，了解并分析客户信息和客户需求，进行客户服务活动的策划、组织、实施及总结

Duty on the customer service, tutoring and training the daily work of the customer service
管理公司客户服务工作，指导和培训公司客户服务日常工作的开展

Duty on the contact centre system requirement, management and system maintenance relating to customer service.
负责客户服务相关系统需求的提交、管理和系统维护

Duty on other value-added relevant job, such as SMS service, customer magazine, etc.
负责公司其他相关增值服务事项的正常开展，例如短信服务、客服刊物等

Complaint management
投诉处理管理工作

Establish effective complaint handling workflow
建立有效的投诉处理流程

Evaluate the complaint risk
准确评估投诉风险

People Management
人员管理

Ensure adequate staffing levels
保证合理的人员配置
Prepare and present performance reviews
负责员工绩效及考评
MINIMUM REQUIREMENT
知识，技能，经验和其他要求

Financial, ESC, Insurance related major 金融、延保，保险等相关专业
Bachelor's degree or above 大学本科及以上学历
More than 5 years of working experiences in ESC/insurance company customer service and 5 years of contact centre management experiences 具有5年以上延保/保险公司客户服务工作经验和5年管理工作经验
Mandarin: standard; English: CET: above 6 degree 标准普通话；英语6级以上水平
Skilled with all kinds of office software 熟练使用各种计算机办公软件


ESSENTIAL COMPETENCIES
基本胜任力要求

Good ability in organizing and team management 良好的组织能力及团队管理能力
High responsibility and with high team work spirit 较强的责任心及良好的团队协作精神
Good ability in communication and expression 较强的沟通、协调能力及书面表达能力
Good service sense and good response and judgment ability 较强的服务意识及良好的应变、判断能力

安信龙集团是北美乃至全球首要的特种保险和相关服务提供商。作为财富500强企业和标准普尔指数的成份股，安信龙集团在纽约证券交易所上市，股票代码为AIZ。安信龙集团拥有超过270亿美元的资产，每年的销售收入超过80亿美元。安信龙为遍及北美、加勒比地区、拉美地区、欧洲与亚洲的12个国家的客户提供服务。

安信龙中国：
安信龙咨询有限公司是安信龙集团旗下安信龙解决方案公司的全资子公司。安信龙解决方案公司为特种保险、延保服务合同及其他风险管理解决方案提供开发、承保、营销和管理服务。我们的合作客户包括全球顶尖的金融机构、零售商、电信运营商，汽车经销商、以及其他行业的领先企业。

我们公司的发展动力来自于：
  热诚地通过产品创新和操作质量满足客户需要
  与客户建立成功的合作伙伴关系，帮客户增加收入使客户满意
  严格的承保保证和风险管理

Assurant is a premier provider of specialized insurance products and related services in North American and selected international markets. Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has in excess of $US27 billion in assets and $US8 billion in annual revenue. Assurant serves clients and their customers in 12 countries throughout North America, the Caribbean, Latin America, Europe and Asia.

Assurant China
Assurant Consulting Co., Ltd. is part of Assurant Solutions Companies that develop, underwrite, market and administer specialty insurance, extended service contracts and other risk management solutions through collaborative relationships with leading financial institutions, retailers, automobile dealers, manufacturers, wireless carriers and other entities.

Our company is driven by:
  a passion for serving customer needs through product innovation and operational quality
  establishing successful partnerships with our clients, driving revenues and customer satisfaction
  disciplined underwriting and risk management