北京招聘

Key Responsibilities:

- Establish the process standard, document template and SLA (services level agreement) of the following call centre related services: Goodwill approval and audit, Vehicle reacquired, 3rd party service
- Establish the standard documents of authorized dealer's call centre services
- Establish and implement the call centre service quality audit procedure
- Analyze service quality performance and make improvement plan
- Lead systems optimization program of service quality improvement related
- Evaluate and improve the service quality performance of authorized dealer's call centre
- Measures call centre policy and standard to the company and government principle; make sure it's not against to government requests
- Measure dealer call centre performance and organize dealer call centre seminar and conference;
- Optimize the process standard to exceed the customer's expectations of services as premium luxury brands by delivering an "Outstanding Customer Experience"

Skills, experience and qualifications required:

- Customer service background ideally with quality assurance management
- Strong ability of communication skill with function cross teams

- A strong customer focus and an ability to work well in teams
- Confident out-going with exceptional networking, inter-personal and influencing skills
- Analytical with the ability to interpret data and relate it to operational activity
- Process oriented with great attention to detail
- The ability to manage change

If you would like to apply for this role or find out more, please contact hr@tojob.cn

TOJOB is a professional & experienced Executive Search firm with years of partnership with clients covering Chemical, Auto, Electrical, Pharmaceutical, Mechanical, Telecom, Textile, Finance, Hospitality, Luxury, FMCG, Media, Retail & Consumer Electronics, etc.