AOS China Sales & Service Contact Center Manager (职位编号：销售)
苹果电脑贸易（上海）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2016-11-10
- 工作地点：深圳
- 招聘人数：若干人
- 职位类别：网站营运经理/主管 区域销售经理
职位描述
职位描述：
AOS China Sales & Service Contact Center Manager
The manager is responsible for the performance and development of contact center teams supporting the Apple Online Store (AOS). The Apple Online Store contact center is a direct channel for Apple focused on driving pre-sales customer interactions and managing order support related interactions. The successful candidate will drive results by creating an environment that delivers best in class customer experience and driving excellence and effectiveness across the frontline specialist population.
This individual is responsible for the day-to-day management of contact center team managers and specialists, as well as partnering with groups across Apple to deliver best in class customer experience. The position requires leadership, people development, and tactical execution of new and existing programs.
As a member of the AOS site management team the individual will require strong cross- functional leadership skills and a demonstrated track record of driving for excellence in the area of Customer Satisfaction/Experience.
Responsibilities:
? Lead a team of team managers and oversee the management of the specialists
? Cultivate and maintain a positive and motivating work environment by promoting
teamwork and focusing on positive employee relationships
? Ensure that quality customer service levels and revenue attainment goals are
achieved (monitor operational metrics: daily, weekly, monthly, quarterly)
? Partner with HR and the operations team to plan and manage agent hiring and
staffing plans
? Monitor customer satisfaction and the ‘Voice of the Customer’ to continuously
improve the agent’s ability to deliver best in class experience
? Enable a culture of continuous improvement across all levels
? Work with the global Sales and Service team on the deployment and execution of
worldwide initiatives
? Contribute to the formulation and implementation of the wider business plans,
strategies and tactics within the AOS Asia Pacific team
? Continually review systems and processes to improve both agent and customer
experience
Experience/Skills:
? Minimum 3-5 years management experience in a Customer Service/Sales Contact Center
? Fluent in both English and Mandarin (speaking, reading, writing)
? Experience working for a global organization within the technology sector
? Strong collaboration skills with experience working in a matrixed organization
? Strong analytical ability and decision making skills
? Experience managing in a multi-lingual environment
? Knowledge and experience in e-commerce environment
? Well developed oral and written communication skills
举报
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AOS China Sales & Service Contact Center Manager
The manager is responsible for the performance and development of contact center teams supporting the Apple Online Store (AOS). The Apple Online Store contact center is a direct channel for Apple focused on driving pre-sales customer interactions and managing order support related interactions. The successful candidate will drive results by creating an environment that delivers best in class customer experience and driving excellence and effectiveness across the frontline specialist population.
This individual is responsible for the day-to-day management of contact center team managers and specialists, as well as partnering with groups across Apple to deliver best in class customer experience. The position requires leadership, people development, and tactical execution of new and existing programs.
As a member of the AOS site management team the individual will require strong cross- functional leadership skills and a demonstrated track record of driving for excellence in the area of Customer Satisfaction/Experience.
Responsibilities:
? Lead a team of team managers and oversee the management of the specialists
? Cultivate and maintain a positive and motivating work environment by promoting
teamwork and focusing on positive employee relationships
? Ensure that quality customer service levels and revenue attainment goals are
achieved (monitor operational metrics: daily, weekly, monthly, quarterly)
? Partner with HR and the operations team to plan and manage agent hiring and
staffing plans
? Monitor customer satisfaction and the ‘Voice of the Customer’ to continuously
improve the agent’s ability to deliver best in class experience
? Enable a culture of continuous improvement across all levels
? Work with the global Sales and Service team on the deployment and execution of
worldwide initiatives
? Contribute to the formulation and implementation of the wider business plans,
strategies and tactics within the AOS Asia Pacific team
? Continually review systems and processes to improve both agent and customer
experience
Experience/Skills:
? Minimum 3-5 years management experience in a Customer Service/Sales Contact Center
? Fluent in both English and Mandarin (speaking, reading, writing)
? Experience working for a global organization within the technology sector
? Strong collaboration skills with experience working in a matrixed organization
? Strong analytical ability and decision making skills
? Experience managing in a multi-lingual environment
? Knowledge and experience in e-commerce environment
? Well developed oral and written communication skills
职能类别： 网站营运经理/主管 区域销售经理
公司介绍
Passion works here.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.