大连招聘

主要工作目标、内容和要求PRINCIPLE ACCOUNTABILITIES

工作目标
EXPECTED END RESULTS 主要工作内容和要求
MAJOR ACTIVITIES
1. 客户服务
Customer service ? 能够始终专业地进行通话、调整工作节奏、聆听客户的需求、问候客户、结束对话与客户沟通（口头及书面）并处理好客户的需求
To be able to consistently proficient in speaking, pacing, listening, greeting, closing, communication (in verbal & writing) and needs
? 能够有效、自信并专业地与问题客户进行沟通
To be able to effectively communicate with difficult customer with confidence and professionalism
? 能够发现客户服务中的问题
To be able to identify customer service issues
? 能够遵循口头/书面沟通的基本礼仪，并保持最少的语法错误
Able to follow basic protocol for all verbal/written communication with minimal grammatical keigo errors
? 能够展示出对品牌以及所提供的产品和服务的理解
To be able to demonstrate an understanding of Brands including products and services offered
? 能够向Expedia客户通过电话及电子邮件提供高质量的客户服务
To be able to provide high standards of customer service to Expedia customer over the phone and emails
? 在不影响服务水平的情况下，能够同时执行并完成多项工作任务
Should be able to multi task without impacting the process service level(s)
2. 保持服务协议约定的日常服务水平
Maintain daily SLA’s at the established level ? 按照每天的行事表工作，并根据现有业务的需要保证达到规定的通话时长、漏接率、登陆时长、工作效率和销售目标
Processing the established daily metric, by maintaining consistency in parameters like AHT, abandon %, log in hours, productivity and meeting the sales targets with current business needs
3. 提供高质量的客户服务
Provide Quality Customer Service ? 在与客户的所有接触中能够使用积极的词汇并展示出热诚的态度
To be able to use positive wording and displays a can-do attitude in all interactions
? 能够有效率地与客户沟通，并通过对客户问题的迅速回应以及慰藉的话语来保证客户的满意度
To be able to effectively communicate with customers and minimize their dissatisfaction through prompt action and reassurance
? 保证所有管理任务能够在要求的时间内准确的完成
To be able to ensure all administrative tasks are completed with accuracy and within required timeframes
? 能够满足并超越客户的期望
To be able to manage and exceed customer’s satisfaction.
? 能够依据标准计划和流程回复大量的关于客户产品或服务的问询电话及电子邮件
Respond to a high volume of telephone and email inquiries about the Customers’ products or services by following standard scripts and procedures.
? 探究并理解客户的要求和困难并提供即时解决方案
Probe and understand the requirements or problems of the customer and provide first call resolution
? 向客户提供有效的解决方案，并根据需要提供额外的客户服务或指导
Provide valid solutions to the customer and provide any additional customer service / education as needed.
? 通过管理交流、会议、客户中心群体和正式的培训保持对产品、优惠价格、流程和其他重要信息的掌握
Maintain knowledge of products, pricing promotions, procedures and other important issues through management communications, meetings, customer focus groups and formal training
? 通知客户关于行程以及取销等变动
Inform customer about the Schedule and Cancellation changes
? 根据业务需要及英谷公司的要求，提供其他服务
Offer additional services as indicated by the business or assigned by IGT.
4. 能够遵守所有既定标准并完成既定的品质要求
Achieve the required Quality Score by following all the established parameters. ? 根据服务品质标准以礼貌、友好并专业的方式接听电话和回复电子邮件
Responsible for call and email handling in a courteous, friendly and professional manner according to quality parameters
? 遵循计划并依据操作流程和准则来回复客户
Should follow scripts and respond to the customer as per standard operating procedures and guidelines
? 自始自终地按照公司的服务标准和流程的要求完成工作任务
Should follow and be consistent in delivering the Process Service Level (Guidelines & Procedures)
? 始终满足并完成服务品质目标并遵循标准操作流程
Should consistently meet and achieve the quality targets while following the standard operating procedures
? 能够判断工作任务的优先顺序并且能够迅速做出决策
Understand the priority of work and should be prompt in decision making
5. 其他
Miscellaneous ? 必须参加并通过所有英谷公司或/及其客户随时指定的培训后评估测试及/或认证考试，所涉内容包括但不限于为完成本职位所要求的服务内容而必需的语言能力、产品知识、销售技巧或其它方面
Must pass / clear all post training assessments and/or certifications, which are identified by IGT and/or its Customers’ from time to time as essential to complete the required services, including but not limited to language capability, product knowledge, selling skills or any others
? 通过与航空公司、宾馆和其他合作伙伴的协作，使客户的预订更为便捷
Coordinate with airlines, hotels and other partners to facilitate customer reservations
? 能够对产品和服务实现交叉销售和追加销售
Should be able to cross / upsell the product / service offerings
? 根据公司安排随时承担其它的工作任务
Performs other duties as may be assigned from time-to-time
? 愿意以倒班（24小时 x7天）的形式工作
Should be flexible and willing to work in 24*7 environment
? 应该理解业务需求并站在公司的角度依照业务需求完成工作任务
Should understand the business needs and work accordingly in the interest of the organization


职位要求SKILLS AND KNOWLEDGE

教育资历
EDUCATIONAL QUALIFICATIONS ? 本科以上学历，不限专业
Bachelor’s degree or equivalent in any discipline
? 具备日本等级证书
JLPT certification is a must
? 通过日语敬语测试者优先
Keigo certification is preferred
? 具备大学英语等级考试证书（通过大学英语四级或托业成绩高于600分优先）
CET certification is a must ( CET 4 or minimum 600 for TOEIC is preferred)
? 具备旅游业或酒店业相关课程证书者优先
Certification in either travel/hotel related courses is preferred
? 掌握全球分销系统知识者优先
Knowledge of GDS will be an added advantage
工作经验
RELEVANT EXPERIENCE ? 高度的专业工作态度，以及语音通话时较强的个人表达能力
A highly professional attitude and personal presentation via the telephone
? 较好的计算机操作水平
Computer literacy
? 较好的人际交往技能，工作高度严谨
Good interpersonal skills, high level of accuracy
? 具有较强的应对紧急情况的能力，并能够在高工作强度下同时执行多项工作任务
Strong sense of urgency and ability to multi-task under pressure
? 具有客户服务经验和呼叫中心销售经验者优先
Prior experience in customer service and sales in a call center environment is preferred
其它要求
PERSONAL CHARACTERISTICS ? 日语听说读写流利
Should be proficient in spoken and written Japanese language
? 理解书面英语及口语
Should be able to comprehend written and verbal English language
? 具有团队协作的精神和能力以及积极的工作态度
Needs to be a team player with a positive attitude
? 能够适应变化的工作环境
Should be adaptable to change
? 自信
Needs to display confidence
? 良好的协商技能
Good negotiation skills
? 热心于提供客户服务
Passion for rendering customer service
? 能够适应倒班（24小时 x7天）的工作形式
Should be willing to work in 24*7 environment

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