北京招聘

JOB SUMMARY
This position is a mixture of quality assurance, quality performance coaching and team management. It requires excellent management skills, and communication skills.
KEY ACCOUNTIBILITIES:
Quality Control:
-Meet or exceed schedule adherence standards to ensure service levels are achieved
-In conjunction with different departments in the organization, lead team to enhance the speed of processing customers’ demands so as to provide high-quality services to ensure outstanding customer experience and improve customer satisfaction.

Business Intelligence
Must be able to provide valuable insight regarding the customer experience through:
- Accurate, complete and timely documentation that feeds the reporting
- Active participation in team meetings and client visits
-Prompt collection of customer comments and suggestions, summarizing the feedback to the relevant departments and superior.

Team Management:
-Responsible for team’s KPIs achievement and improvement
-Setup the team goal align with the operational target and execute the operation plan of the teams managing
-Setup standard work of the operation team, mentor Team members on their performance, competence, and attitude of work
-Deep dive and identify issues in the management work and resolve in a timely manner

REQUIREMENTS:
1. 2+ years people management experience
2. Excellent written and spoken English language skills
3. Experience in responding to customer needs in an optimum and professional manner
4. Strong functional leadership skills
5. Strong interpersonal and communication skills
6. Experience with Call Center business in Cloud Computing industry is a strong plus
7. Strong data analysis skills, Good demonstration skills with ability to present during business meetings
EDUCATION (Indicate the mini. requirement & preferred discipline):
1. 大学本科及以上学历(有海外留学背景者优先)
OTHER SKILLS, ABILITIES & EXPERIENCE:
ADDITIONAL POSITION SPECIFIC DUTIES/INFO (Not Covered in Generic Description of Job):
1. Safety procedures must be strictly followed at all times.
2. Signing and compliance with the company’s Confidentiality and Non-compete Agreement is a condition of employment.
3. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by Management.

药明康德是国际领先的开放式能力与技术平台公司，为全球制药及医疗器械等领域提供从药物发现、开发到市场化的全方位一体化的实验室研发和生产服务。本着以研究为首任，以客户为中心的宗旨，药明康德通过高性价比、高效率的服务平台帮助全球客户缩短药物及医疗器械研发周期、降低研发成本。药明康德平台涵括化学药研发和生产、细胞及基因疗法研发生产、药物研发和医疗器械测试等，正承载着来自全球30多个国家的3500多家创新合作伙伴的数千个研发创新项目，致力于将最新和***的医药和健康产品带给全球病患，实现“让天下没有难做的药，难治的病”的梦想。