北京招聘

Responsibilities:
The primary duties for this position include but are not limited to:

Technology Proficiency
? Receives assignments in the form of objectives and establishes goals to meet those objectives.
? Reviews and recommends changes to policies affecting all support department levels.
? Exercises sound judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
? Interact with regional and corporate management on matters between functional areas or customers and the company.
? Tracks, monitors and regularly reports on department operations, and closely manages critical customer accounts to develop path to issue resolution.
? Responsible for delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
? Conduct, review, and respond to customer satisfaction surveys. Help prepare action plan(s) to address identified issues.
? Demonstrate initiative and a drive toward superior customer service.
? Interact comfortably with internal mid-level and senior management.

Communication
? Communicate appropriately to both technical and non technical customers on issues worked by his team.
? Motivate the team, and provide counseling and direct feedback on a regular basis.
? Manager needs to be very approachable and have people skills to reach both internal engineers and customers.
? Must welcome all feedback received from his team as well as from customers.
? Keep senior management informed of potential customer problems; when necessary, escalate customer problems to senior management or other departments/teams for assistance in resolving the problem and/or dealing with the customer.

Teamwork
? Monitor both the ACD/CMS and Salesforce queues to ensure support reps are following the call priority flow and maintaining an available phone status, and that ACW time is used appropriately.
? Provide guidance and leadership to team members to achieve goals in accordance with established policies.
? Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
? Project Coordination:
o Assign and manage projects based on new product releases, specific call related issues and/or specific training needs within specific specialization groups.
o Track projects and initiate documentation based on project successes.
? Leadership and Entrepreneurship (Excellence Orientation)

Requirements:
? At least 3 years of senior-level management experience in a technical support environment, with advanced customer interaction skills.
? Previous account management or account executive skills required, with ability to organize and track multiple projects.
? Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.
? Must exhibit effective customer service attitude, be able to lead a team in resolving difficult customer situations.
? Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
? Must have at least 1 year of experience as Technical Support Manager

If you are interest in this position, pls send your CV both in English & Chinese with photo to: chairconsultant@gmail.com. Thanks!

Chair Enterprise Consultants Co., Ltd. is one of the top management consulting and is a provider of mid- to senior-level executives and professional search and selection consulting services in the field of Electrical, FMCG, Chemical and Pharmaceutical industries in Great China (Including Hong Kong). We have carried out successful executive search assignments in a wide range of disciplines for our multinational clients and candidates; we genuinely respect their needs and their aspirations.

Currently, on behalf of a number of reputable international companies, we are now to seek for candidates to fill following vacancies. If you are interest in this opportunity, please forward your resume together with a recent photo and the expected salary by email.

e-mail address: resume@chair-cec.com