长沙招聘

Senior Customer Service Representative – Call Center

PRIMARY PURPOSE AND OVERALL OBJECTIVE OF THE JOB：
Support customers through telephone and e-mail communications which should be compliant with operating procedures and standards, including customer information and requirement collection and answering, referred to the direct supervisor or related department to solve the problem, regular customer follow-up and problem solving tracking to improve customer satisfaction.

MAIN ACCOUNTABILITIES：
1.Answer 400 hotline to offer guidance or solutions for enquiry from customer.
2.Maintain a good relationship with customers, respond to customer needs efficiently, communicate and coordinate with relevant departments to reach a consensus.
3.Record customer information and fill in ticket clearly and accurately according to different business types.
4.Make calls to customer for on-site service follow-up in order to improve customer satisfaction.
5.Responsible for the daily management of call center including shift scheduling, solve problems in a timely manner etc., supervise and provide instruction to agent including service quality inspection, monitoring work efficiency etc.,
6.Assist, participate in or establish call center SOP.
7.Coach agent and provide them on-job training, record their performance, and evaluate their KPI.
8.Review daily service data, analyze and make improvement plan accordingly.
9.Assist in the management of 3rd party supplier, improve their quality delivery and customer satisfaction to ensure WSK/hotline system operation.
10.Collect internal and dealer’s requirement for system, collate & analyze it; coordinate and work with supplier to develop system enhancement.
11.Complete customer service monthly report.
12.Other task assigned by line manager.
KNOWLEDGE, LANGUAGE AND EXPERIENCE:
1.Bachelor degree in business management, medical background preferred
2.At least 5 years’ work experience in customer service, 3-year call center
3.Familiar with the telephone answering skills and KPI of call center
4.Good interpersonal and communication skills
5.Proactive, self-motivated, good time management and problem solving ability
6.Be sensitive to data and capable of data analysis in-depth
7.CRM/SAP experience is a plus.

      生物梅里埃公司创建于1963年，公司以来自身的科技创新和工业生产资源，始终致力于医疗和工业用途的体外诊断产品。生物梅里埃的诊断系统由试剂、仪器和软件组成，主要围绕感染性疾病、工业微生物、心血管病和肿瘤四个战略领域设计。生物梅里埃的使命是通过体外诊断，为全球公共卫生事业做出贡献。
      目前，生物梅里埃在全世界拥有19个工业生产工厂；20个研发基地；业务遍及世界六大洲160个国家，在44个国家和地区设有分支办事机构；全球雇员近13000人。凭借55年的经营，生物梅里埃如今在全球体外诊断行业扮演着重要的角色，在全世界诊断企业排名中位列前十，是临床微生物学和工业微生物学领域的翘楚。
      放眼未来，生物梅里埃将继续秉承传统、恪守承诺，全力为客户研发和提供***整体解决方案，力争成为推动全球公共卫生事业发展的领导者。