东莞招聘

 

As a Quality & Training Lead on our adidas
Consumer Services Customer Team, you will primarily be responsible for
monitoring & managing our consumer survey review queue and evaluating the
quality of consumer interactions with our internal and external teams. You will
be providing feedback to our external vendor partners as well as our internal
specialty teams, and extending a helping hand to our consumers to resolve their
concerns when needed. You will directly impact the overall experience our
adidas consumers receive when interacting with the company through phone,
email, and chat. You'll develop strong partnerships and collaborate with various
groups both internally & externally to assist in driving the delivery of an
exceptional customer service experience. You will manage employees during
training to ensure support professionals meet competency development goals,
attendance requirements, and overall performance standards. You'll build strong
partnerships, set up/attend meetings across the adidas organization in order to
secure accurate & timely information. In addition, you'll continually
measure, monitor and evaluate the accuracy and effectiveness of the various
training modules & training platforms being used.

Main Job Tasks and
Responsibilities

• Design and implement a comprehensive training
  program for Customer Service vendor to ensure the customer satisfaction.

• To work with vendor to create an outstanding
  customer onboarding process to maximize engagement and customer satisfaction

• Design and implement a customer service
  quality evaluation program to ensure the highest levels of consumer experience,
  TQO program build up.

• Design customer surveys to provide the most
  valuable actionable insights for the business

• Working in collaboration with the customer
  service vendor and internal functions, identify and remove key customer pain
  points in each customer journey and deliver essential enhancements that will
  reduce customer effort.

• Monitor key best practice in other industries
  and organizations to bring the latest thinking in customer experience.

• Work with vendor to deliver an outstanding
  knowledge base system driving improved customer interactions with both agents
  and chatbots.

Education and Experience

• Bachelor's degree in Business or related
  field or an additional 2 years of related work experience in lieu of a degree
  required

• Apparel and Foot ware industry experience is
  preferable, Sports Ware industry experience is a plus.

• Minimum of 3-5 years' experience in a
  position with direct customer contact (i.e. customer service, retail, eCommerce
  or sales) required

• One year of experience of project management
  and experience developing web-based training and a wide range of learning
  solutions is preferred

• Experience within a quality team and training
  as a Quality Analyst and trainer or similar position required

• Strong written and verbal communication
  skills required

• Ability to work in a fast-paced, multi-tasking
  environment

• Strong time management skills required

• Vendor / Outsourcer management experience
  preferred but not required

• Ability to manage multiple projects on
  various levels with different and converging timelines

• Must possess strong organizational skills and
  the ability to prioritize a varied workload

• Demonstrated initiative and ability to work
  independently and/or in a diverse team environment

• Ability to gather information from various
  resources (i.e. system platforms, customer files, call/chat recordings, and
  correspondence)

• Proficiency in MS Office applications

• Proficiency in English

  
  

IMPOSSIBLE IS NOTHING
没有不可能

adidas Group
For over 80 years, the adidas Group has been part of the world of sports on every level, delivering state-of-the-art sports footwear, apparel and accessories. Today, the adidas Group is a global leader in the sporting goods industry and offers a broad portfolio of products. Products from the adidas Group are available in virtually every country in the world. As a company, we are organized around our biggest businesses and best-known brands: adidas, Reebok and TaylorMade-adidas Golf. Each speaks to consumers in its own unique way – whether in team sports, individual expression, lifestyle or recreation. Together, they remain united in sport.
The group’s headquarters is in Herzogenaurach, Germany, from which activities of the company and its more than 150 subsidiaries are directed. As of December 31, 2006, the adidas Group had employed 26,376 people.
Corporate Mission Statement
We are consumer focused. / We are innovation and design leaders.
We are a global organization. / We are committed to continuously strengthening our brands.
Corporate Values
Performance / Passion / Integrity / Diversity
80多年来，阿迪达斯集团一直是体育世界各个层面中的一份子，提供着顶尖水平的运动鞋，运动服和配饰。今天，阿迪达斯集团已经成为了体育用品行业的全球领导者，提供着各种各样的运动产品。阿迪达斯集团的产品遍布在世界的每一个角落。作为一个公司，我们经营着三个知名的品牌：阿迪达斯，锐步和泰勒梅-阿迪达斯高尔夫。无论是在团队体育，个人表达，生活风格或者娱乐方面，每一个品牌都以其独特的方式向消费者传递着信息。三个品牌也都以体育为本融合在一起。
阿迪达斯集团总部在德国的Herzogenaurach，全球有近150个全资附属机构和合资企业。至2006年年底，全球员工总数达到26,376人。
我们的使命
以客户为导向 / 创新与设计的领导者 / 全球性的机构 / 不断提升我们的品牌
我们的价值观
成绩 / 热情 / 正直 / 多样性

adidas Group in China
adidas Sports (China) is adidas’ fully-owned subsidiary, of which the trade headquarters is in Shanghai. Moreover, there is a manufacturing plant in Su Zhou, and two facilities in Beijing and Guangzhou. Now, the operation in China has a presence in 27 provinces. In addition, adidas is proud to be a partner of the 2008 Beijing Olympics and also the Chinese National Volleyball Team.
阿迪达斯体育（中国）是阿迪达斯集团100%的全资子公司，贸易总部设在上海，在苏州注册并
设生产基地，在北京和广州都设有分公司。目前, 我们在中国的业务已遍及27个省份。此外阿迪
达斯已经成为2008年北京奥运会合作伙伴及中国国家排球队的新合作伙伴。

At the adidas Group, we believe that brand and employees are the foremost properties, which represent adidas’s future. In line with the business expansion plan in China, we invite passionate, enthusiastic and enterprising talents to join this big adidas Group China family.
在阿迪达斯, 我们坚信品牌和员工是公司最重要的财产, 他们代表公司的未来。随着阿迪达斯在中国业务的扩张，我们期待更多充满活力，充满热情，有进取精神的优秀人才加入阿迪达斯中国的大家庭。