东莞招聘

职位描述：
Responsibilities
? Take inbound Customer service requests and status updates with SLA targets.
? Receive, log, and update service calls on computerised call tracking systems, ensuring the call is logged properly in regard to procedures.
? Verify service entitlements and customer product or system type model.
? Maintain current information (electronic or hard copy) on current Customer Agreement for call logging procedures.
? Determine location of support resolution, and route service requests to appropriate resource.
? Elevate critical calls and customer satisfaction issues to a Team Leader.
? Liaise with personnel both within and outside of the Global Delivery Organisation.
? Using reference tools and databases search for customers’ details and determine warranty/contract status enabling efficient progress of service call all. When encountering difficulties in establishing warranty/contract status, follow Call Validation process.
? At point of call logging, ensure that the data in informational databases complies with the customer’s expectations of response times and/or warranty/contract levels. If incorrect, pass to the Validation Team to validate or correct any contract/warranty details.
? Provide effective back up for Team members and assist in training new staff members.
? Escalate call handling and/or procedural issues as required.
? Re-log of manual calls into call handling database following system down situation.
? Log cases based on the information Engineers provided in systems. And verify the necessary information using tools.

Qualifications
Education and Experience Required:
? High school education or equivalent.
? To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.
Knowledge and Skills:
? Superior communication skills both written and verbal
? Experience in customer facing role either remote or face to face
? Understands internal processes and tools
? Computer proficiency
? Problem solving skills
? Accuracy in data entry
? Excellent fluency in language to be supported.
? Experience in a phone based remote role
? Familiarity with computer technology
? Time management skills
? Oversee compliance with operating procedures and standards
Desirable:
? Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems 举报 分享

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