北京招聘

REPORTS TO: Service Admin Supervisor, China

LOCATION: Shanghai


Responsibilities:

1. Handling customer calls including repair call and inquiries call, and book all the calls information through Oracle, or SalesForce.Com, or other system where required. And pass related customer calls to service engineers or related colleagues to process.
2. Place “Happy Call” call back to customer to survey service quality and monitor customer satisfaction, escalate any unhappy customer concerns to higher level.
3. Place customer calls to customer to coordinate instrument pre-installation lab preparation, track the site status till installation finished, and keep monitor the customer status during warranty period, and help engineer to arrange Periodical Maintance tasks.
4. Process customer complaint call calmly and friendly to win customer satisfaction. And monitor customer complaint call processing status until customer complaint solved.
5. Run reports regularly to help monitor customer calls and customer satisfaction status and monitor outstanding customer complaints.
6. Play a backup role for other service admin when necessory to answers parts and pricing queries from internal and external customers.
7. Back up responsibility in assisting the ordering and tracking of urgent spare parts orders, good return & receiving of local office.
8. Back up responsibility in helping service business through quotation sending & fax, Customer Payment Confirmation receiving, and answering customer inquiries when necessary.
9. Company incoming calls respond and transferring


Qualifications:

1. A college's degree or above in business administration, marketing, trading or a related field
2. Call Center working experience in relevant life science instrument comapny or industrial company of MNC for at least 2 years.
3. Excellent written and verbal communication skills both Chinese and English
4. Demonstrated ability to organize own work, to work efficiently, productively and independently, detail oriented and ability to manage multiple tasks.
5. Demonstrated ability to work on arrange of tasks as part of ongoing projects, and to make sound decisions in order to meet deadlines for the completion of projects or activities
6. Interpersonal skills suitable for a people-oriented job, requiring interactions with many people/ both inside and outside the organization
7. Organizational skills relevant to subcontracting work to outside organizations and consultants and working in teams
8. Be creative, enthusiastic, driving with team-building skills

北京外企人力资源服务有限公司（简称FESCO）是中国第一家专业化人力资源服务公司，拥有30多年行业经验以及完备的服务资质。
FESCO在北京设有11家办事服务机构，在全国建立了60余家投资公司及分公司。作为中国人力资源服务行业的领跑者，FESCO目
前服务于来自上百个国家和地区的万余家客户以及在这些机构中工作的近60万名中外雇员。在华投资的世界500强企业中90％以上
选择了FESCO的服务。