北京招聘

职位描述：
Key result areas
Customer Service
? Provide professional service and support for all customers
? Have excellent communication skills, both written and verbal, to include experience in bound and outbound calls
? Where required, be able to provide business level lanuage support in French, German, Spanish, Italian, Japanese or Mandarin
? Work within agreed service levels, striving to exceed customer expectations
? Take ownership of all tasks and proactively manage through to resolution
? Pre-empt questions and aim for first time resolution of all queries
? Meet productivity standards and adhere to Department policy, best practice guidelines and procedures
? Understand the functions of your area of work and how it interacts with the rest of the organization
? Adopt a proactive approach to customer contact, offering products/ services to better serve customer needs
? Deliver complete and accurate responses to customer queries in one response (First Time Resolution)
? Keep customer informed and updated on the progress of their enquiry
? Be aware of, and have the ability to adapt to, cultural differences
                                                                                                                                                                                                   
Team Work
? Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills
? Provide support within own team and to other teams as required
? Demonstrate a positive and flexible approach to changing business priorities
? Build and maintain effective relationships

Customer Experience Improvement
? Gather and use customer feedback to identify and resolve issues
? Use own initiative for problem solving, identifying and escalating problems affecting service to your Team Manager/ Senior Advisor where appropriate
? Contribute ideas to the continued improvement of customer
service ? Raise new ideas to improve the customer experience
? Have the ability to contribute to and lead small projects that will make a difference to the service we provide

Personal Development
? Take responsibility for identifying own needs for personal development and additional training. Take responsibility for learning the skills necessary to identify issues, analyse the problems and offer solutions.
? Actively seek opportunities for personal development ? Able to give constructive feedback
? Be open and react constructively to feedback to improve your performance
? Able to meet deadlines

Technical and Professional
? Proficient in whole MS package, especially Excel and Powerpoint sufficient to present to a senior audience
? Have the ability to gather and interpret data and report on the findings
? Proven problem solving skills ? Understanding of and experience in Lean methodologies, including 9 Step Problem Solving, data analysis and the use of A3s
? Become proficient in the use of Elsevier operating systems
Personal Qualities
? Strong interpersonal skills allowing you to network and communicate with people at all levels
? Respond positively to change
? Remain positive, enthusiastic and proactive
? Self-managing and organized

Key requirement
1. Functional and Technical Competencies
"? Experienced in the use of Windows applications including the Microsoft Office suite of programmes
? Aware of own developmental needs
? Understanding of customer requirements
? Fluent in both verbal and written Mandarin and English (Mandarin: Native level, English: Business level)
? Understanding of Elsevier and its business

2. Education, Knowledge, Skills and Experiences (and any other requirements)
? A good general standard of education
? Language skills (where required), fluent English in both writing & speaking ? Experience of professional communication using email, telephone and chat or face to face
? Proven ability in process challenge and improvement 举报 分享

Elsevier is part of the Reed Elsevier Group plc., which is a world leading provider of professional information solutions in science and health, legal, risk management, and business to business sectors.

As the world’s leading provider of science and health information, Elsevier serves more than 30 million scientists, students and health and information professionals worldwide. A global company headquartered in Amsterdam, employing more than 7000 people in 24 countries, we help customers advance science and health by providing world-class information and innovative tools that help them make critical decisions, enhance productivity and improve outcomes.

Culture
Our working culture is highly respectful, stimulating and diverse; enabling bright, passionate people to do their best work. We offer challenging but realistic objectives, recognition for achievement, and the opportunity to challenge the status quo. We're a truly global company, working across geographies everyday with our people sharing a passion for health and science. Our people are pragmatic, commercial, work collaboratively and are excellent relationship builders. We offer an opportunity to make a difference in people's lives by helping the health and science communities find and use trusted, high-quality information.

Career
Learning is at the heart of everything we do and our people take their development and progress seriously, as do we. Because of our global reach, opportunities are available locally and globally and our breadth of opportunity offers the chance to build a varied career across different functions and divisions. You will have the opportunity to work at the forefront of technological development and to contribute to change. People with the right attitude have the chance to contribute far beyond their role.

For a full list of all opportunities currently available at Elsevier please visit
www.elsevier.com www.reedelsevier.com