长沙招聘

职位描述：
Job Purpose:
1) To provide supervision, support, and guidance to customer service representatives helping the accomplishment of KPIs goals
2) To assist in delivering high quality service and maintain a high level of customer satisfaction
3) To assist in building a team with high morale, acting as a positive role model for the team and addressing the concerns and needs of the CSRs timely


Job Responsibilities:

Project performance:
1) Demonstrate excellent customer service skills and maintain updated product knowledge, providing timely assistance and guidance to team members.
2) Gathering data, analyze trends, prepare reports, and make recommendations for improvement of performance.
3) Assist difficult contacts, manage and resolve escalated calls.
4) Monitor performance, coaching for improvement, and provide feedback to team members.
5) Coordinate the resolution of operational issues to ensure productivity and efficiency.
6) Manage employee attendance and shift.

Team building:

1) Create and maintain a positive work environment through effective mentoring and communication to each individual agent
2) Create motivational strategies and incentives to improve productivity and quality
3) Develop retention programs and minimize turn over by creating learning opportunities for agents and helping agents design career plans

Staff Development
1) Identify CSRs’ training needs and coordinate necessary training

Escalations
1) Professionally manage all escalations from agents, minimize complaints from agent, and report to Operations Manager as appropriate

Requirements:
Skills:
1) Strong customer service orientation
2) Proven leadership skills in team management
3) Excellent verbal and written communication skills both in English and Chinese
4) Strong inter-personal skills
5) Strong coaching / mentoring skills
6) Knowledge of performance measurements
7) Understanding of force management concepts
8) Familiar with call center management software
9) Strong problem solving skills
10) Excellent time management skills
11) Proven skills in organization and planning
12) Ability to work independently and collaboratively

Experience:
1) 3-4 years experience in call center preferred

Education:
1) College degree required 举报 分享

维音简介
作为全球优质的一站式客户联络中心解决方案与服务提供商之一，维音致力于集成先进的技术和精细化管理，打造科技赋能的客户联络中心。目前，维音在全球已拥有40余处交付中心，广泛分布于亚洲、北美洲、欧洲、中美洲等地区，提供超25语种服务，服务业务领域包含新兴科技、电子商务、品牌零售、银行金融、汽车等20余行业。
维音以云联络中心平台、人工智能、客服外包为核心主业，持续加大科技投入，增强科技赋能的水平与成效，努力实现让顾客体验温暖，让员工持续成长的使命，为行业发展做出贡献，让更优质联络服务触手可及。

如在提交企业信息字数不够时，可增添以下信息，如字数够，以上维音简介即可。
？    价值观
诚信、创新、卓越、合作
？    使命
让顾客体验温暖，让员工持续发展
？    愿景
科技创新服务，让联络更智能
？    社会责任
我们致力于打造行业标杆，创造社会价值：
？    我们推进绿色运营，加强企业精细化管理，致力于打造持久可靠的健康安全环境和低碳环保的绿色职场工作环境，推动可持续发展；
？    我们始终秉持诚信立企，坚守合规经营，恪守商业道德，遵守适用的法律法规，营造一个更富成效的服务体系；
？    助力员工持续成长，为员工提供全面的培训与发展体系、安心的工作环境以及完善的福利与关怀举措，鼓励每位员工用自身行动去诠释社会使命和职业担当，与员工共享可持续发展价值；
？    与客户、合作伙伴建立长期稳定的合作关系，一起携手推进健康安全理念和管理水平的不断提升，协同成长形成互信、稳定、可持续的“共赢”关系，共创价值。