大连招聘

BT are searching for Meetings Video Specialist with fluent Japanese speaking Skills! 

 

Reporting to the Team Manager, the Video Specialist handles the end-to-end management of multimedia conferences (video, streaming, etc) from conference reservation to first level technical support and for the facilitation & the execution of all customer conferencing requests. 

 

Working within the Conference Services Team, this position requires a highly professional individual with an interest in new technologies and a willingness to learn.  Key attributes include customer service experience, excellent communication and organisation skills, flexibility and the ability to multi-task and work in a demanding, dynamic environment.

 

Front line, technically-aware customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all BT values) such that customers that they call/call them are left ‘delighted’ with the experience. This position encompasses the end-to-end management of multimedia conferences (video, audio, web, streaming, etc.) from conference reservation to technical support.  The Video Specialist is the first point of customer contact at BT Conferencing and is responsible for the facilitation and execution of all customer conferencing requests.     

 

This role is responsible for providing first level support to customers for video, audio and web conferencing as well as other digital media such as streaming.  The role entails working directly with customers to coordinate the logistics of scheduling and managing these conferencing events from conference reservation.

Key responsibilities include;

• Reservations:

  • Co-ordinate the logistics and resources for customers virtual meetings

  • Accurately enter information into databases

  • Create, update and amend conferences for clients

  • Provide first tier support

  • Provide a world class customer service

  • Provision customers on reservation less video and scheduling platform (Engage)

• Production

  • Co-ordinate the launch, monitoring and manage video conferences

  • Perform site certifications

  • Manage bespoke video conferences

  • Live trouble shooting and incident management

  • Supervise, mentor, coach and buddy within the video production team on any individual who has knowledge gaps

• Helpdesk

  • Responsible for logging and escalating technical issues as required, these include investigation of failed certifications, engage faults and REM first line support

  • Use a consultative approach to identify customer needs

  • Demonstrate a willingness to learn new technology and participate in training courses

  • Manage workload and progress new work without the need for supervision or prompting

  • Always maintain customer relationships and keep customer focus

  • Participate in virtual teams across the business working to a common objective encouraging a strong customer focus, delivery of results, a team ethos and positive approach

• Continuous Improvement

  • Strive to continuously improve the service that teams deliver for our customers

  • Actively fix customer problems, addressing root causes, measuring how well any fixes meet customer needs and proactively escalating where necessary

  • Actively contribute in team huddles and in team problem solving initiatives

  • You own things that you can fix and see them through to completion, pulling on help when required

  • Proactively capture and act upon the “Voice of the customer” feedback, escalating where they are unable to resolve themselves.

British Telecom Group is a leading FTSE Company with a profitable turnover of more than ￡19 billion. We’re the world’s most established communications company, employing over 98,000 people in 170 countries around the world.

We’re known globally as a major technology player – pioneering the digital advances that are shaping and driving the information age, helping people create, collaborate and communicate better than ever before.

BT started in China in 1995 with representative offices in Beijing and Shanghai, then later set up as a wholly foreign-owned enterprise (WFOE). Now besides offices in Beijing, Shanghai and Shenzhen, there is also a Technology and Service Centre in Dalian providing 24x7 multi-lingual support to our customers. And we also have the China Research Centre in Beijing.

BT in China offers systems integration, project management, and consultancy services to help customers develop complex IT and transformational solutions. In China, we are able to draw from the vast experience, talent and capabilities from BT’s different practices around the world as well as partners in China to create innovative and customised ICT solutions for our global and local customers.