客户关系处理专员-日语
IBM China
- 公司规模：1000-5000人
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2016-10-04
- 工作地点：大连
- 招聘人数：1人
- 学历要求：专业培训
- 语言要求：日语 精通
- 职位月薪：8-10万/年
- 职位类别：客服专员/助理
职位描述
职位描述：
Job Responsibilities
1. The Dedicated Resolution Owner roles are within the Client Satisfaction team and are the central point of contact for clients and the business when there's a complaint to be resolved.
2. The team operates in a dynamic environment focused on building networks across the business to drive solutions which solve client's issues.
3. The team interacts directly with the clients on a daily basis, informing them of progress of the resolution of their complaint.
4. The team follows the IBM World Wide process and process targets to ensure that we're responsive to our client's needs.
5. Resolutions Owners become the single-point-of-contact for clients who have been disappointed with IBM's performance in some way and have complained about their experience. The goal of the team is to turn complaining clients into loyal IBM clients by being responsive to their needs, listening carefully to their conditions of satisfaction, and working with the IBM business units to negotiate a win-win outcome.
6. The team works across the business, often facilitating meetings with senior leaders to bring a resolution to the table for complaints.
7. The Resolution Owner is expected to liaise with both technical and non-technical communities in IBM – depending on the nature of the issue that has caused the complaint.
8. This work is mainly done over the phone. Owner needs strong communication skills and a good manner on the phone to help address client concern.
9. The resolution owners are also expected to identify opportunities for improvement in the current processes, based on their experiences with the clients. Trends can be identified and issues can be stopped from reoccurring through the leadership of a resolution owner, using the knowledge they have gained from the complaint process and taking this to the business for resolution. This quest for continual improvement in order to make IBM easier to deal with is a vital role of a resolution owner.
10. The Resolution Owner must be proactive, confident to speak with senior people at IBM and our clients, have an ability to facilitate meetings to reach an outcome, know how to develop a strong IBM network, and be good at keeping stakeholder.
Job Requirements (skills/experiences)
At least 1-3 yrs experience with a strong knowledge of the business.
Ability to negotiate to win-win.
A passion for improving business and processes.
Strong organizational skills
Proactive approach to their work -- identify issues, work to resolve, think about how things can be resolved, and escalate as appropriate.
Good at running meetings and taking minutes.
Ability to drive actions to closure and juggle many things at one time.
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Job Responsibilities
1. The Dedicated Resolution Owner roles are within the Client Satisfaction team and are the central point of contact for clients and the business when there's a complaint to be resolved.
2. The team operates in a dynamic environment focused on building networks across the business to drive solutions which solve client's issues.
3. The team interacts directly with the clients on a daily basis, informing them of progress of the resolution of their complaint.
4. The team follows the IBM World Wide process and process targets to ensure that we're responsive to our client's needs.
5. Resolutions Owners become the single-point-of-contact for clients who have been disappointed with IBM's performance in some way and have complained about their experience. The goal of the team is to turn complaining clients into loyal IBM clients by being responsive to their needs, listening carefully to their conditions of satisfaction, and working with the IBM business units to negotiate a win-win outcome.
6. The team works across the business, often facilitating meetings with senior leaders to bring a resolution to the table for complaints.
7. The Resolution Owner is expected to liaise with both technical and non-technical communities in IBM – depending on the nature of the issue that has caused the complaint.
8. This work is mainly done over the phone. Owner needs strong communication skills and a good manner on the phone to help address client concern.
9. The resolution owners are also expected to identify opportunities for improvement in the current processes, based on their experiences with the clients. Trends can be identified and issues can be stopped from reoccurring through the leadership of a resolution owner, using the knowledge they have gained from the complaint process and taking this to the business for resolution. This quest for continual improvement in order to make IBM easier to deal with is a vital role of a resolution owner.
10. The Resolution Owner must be proactive, confident to speak with senior people at IBM and our clients, have an ability to facilitate meetings to reach an outcome, know how to develop a strong IBM network, and be good at keeping stakeholder.
Job Requirements (skills/experiences)
At least 1-3 yrs experience with a strong knowledge of the business.
Ability to negotiate to win-win.
A passion for improving business and processes.
Strong organizational skills
Proactive approach to their work -- identify issues, work to resolve, think about how things can be resolved, and escalate as appropriate.
Good at running meetings and taking minutes.
Ability to drive actions to closure and juggle many things at one time.
职能类别： 客服专员/助理
公司介绍
IBM（国际商业机器公司），创立于1911年，是全球 IT 产业一家百年企业, 也是全球规模最 大的科技公司之一，业务遍及170多个国家和地区。IBM 转型成为一家认知解决方案和云平台公司，持续借助创新科技、行业专长、诚信助力商业和社会发展。2018年全年总营收达796亿美元。每年在研发领域的投资超过60亿美元。
联系方式
- Email：jjiawei@cn.ibm.com
- 公司地址：盘古/环宇/钻石 (邮编：100000)