长沙招聘

职位描述：
知名外资500强公司招聘Customer Service Supervisor

工作描述：
The company requires a Customer Service Team Lead to assist the Customer Service Manager to motivate and lead the Shanghai based Customer Service team and to provide outstanding levels of customer service to Booking.com customers and hotel partners. You will work 40 hours a week and you are responsible for leading a team of Customer Service Executives as well as for conducting other Customer Service tasks.
岗位职责：
Coach and counsel to drive improvements in the team;
Implement and execute company policies and procedures and setting priorities;
Assure strong quality as well as productivity standards within your team;
Address good and bad behaviors in the team;
Maintain performance, productivity and attendance information;
Drive the team in order to achieve requested departmental targets;
Manage escalated complaints of hoteliers as well as customers by phone and e-mail, if necessary;
In collaboration with other Customer Service Team Leads monitor Customer Service activities and performance on a daily basis;
Conduct monthly 1-2-1 meetings with CSE’s of your team (ca. 15 CSE’s) to maintain focus and motivation on Customer Service standards and targets;
Assist in and conduct, mid- and end-of- year performance reviews;
Schedule and distribute tasks and projects within the team;
Coach and develop the team to be commercially aware when handling customer calls
Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors;
Ensure coverage of TL line during opening hours;
Collaborating with HR in the recruitment process of new CSEs and ASEs;
Building strong relationships with other departments within the company;
Replace and carry out activities of other Team Leads or the Customer Service Manager if needed;
Administrative tasks;
Assist in additional tasks and projects if needed.
岗位要求：
Capacity to lead and motivate a team;
Excellent written and oral communication skills;
Good understanding of contact centre’s KPI’s and SLA’s;
Customer service and results focus;
Enthusiasm and ability to work in a team as well as independently;
Analytical skills;
Proactive and able to complete tasks within specified deadline;
Professional, proactive, positive and “can-do” attitude;
Sense of responsibility, independent way to work;
Fluent in English and Mandarin, both written and spoken;
1-3 years relevant experience in a team leading position is a must, preferably in an inbound customer contact center;
Experience in a tourism environment is preferable;
Proven experience in performance management, call monitoring, call center software and agent development;
Proven and demonstrated high performance track record;
Coaching experience is preferred. 举报 分享

万宝盛华大中华有限公司，1997年服务启航于香港和台湾。迄今服务覆盖上海、北京、广州、深圳等逾20座直营城市。我们的大股东万宝盛华全球（ManpowerGroup Inc. NYSE:***）是全球人力资源解决方案领导者，拥有70年服务经验。凭借万宝盛华全球的声誉及行业经验，万宝盛华大中华深耕本土20余年。2015年，万宝盛华大中华战略联盟中信产业基金，总部落地上海，服务网络覆盖两岸三地130余城市逾两万家企业。我们始终致力于释放人才的发展潜能，凭借灵活用工、人才寻猎、招聘流程外包、人才管理及培训发展等人力资源综合解决方案，广受业界赞誉，屡次荣膺“亚太人力资源领军企业”。