大连招聘

PURPOSE OF ROLE :

Answer phone calls, make outbound calls and provide back-office support to respond and process service requests, general inquiries, work order questions, and customer complaints with high quality of service. Represent the company’s professionalism through phone interaction and offline communication.

PRIMARY ACCOUNTABILITIES:

• Report to work as scheduled except emergency case of absences and follow the Manila escalation procedure accordingly.
• Take inbound and outbound calls in regard to processing of service request, based on the assigned language capability (English, Spanish, Portuguese, or Slovak).
• Provide follow up with vendors in accepting or updating the status of work orders.
• Assist and support in processing of offline task on a daily basis. Flexibility in processing multiple task and be able complete all assigned offline tasks within the service level agreement.
• Make himself Available to take calls as much as possible to meet the Service Level Agreement with the clients.
• Adhere to the Quality Guidelines accordingly.
• Communicate to supervisors any training opportunities found, discrepancies as to work procedures, or infrastructure malfunctions that affects the work flow.
• Recommend process improvement and share best practices.
• Adhere to the schedule of activities.
• Establish and maintain a good interpersonal relationship with the colleagues inside and outside the Contact Centre Team.

OTHER RESPONSIBILITIES :

• Practice Safety within and outside company premises.
• Participate in company sponsored events.
• Provide on-the-job training to new hires when requested by supervisor.
• Attend/assist other agent’s inquiries whenever possible and applicable.
• Responsible in utilizing company’s available facilities with due diligence and proper care.
• Ad hoc duties assigned by leadership team from time to time.
• Comply with all company policies and procedures and adhere to company standards
• Assist with any other duties as assigned by the Facilities Manager on a needs be basis.

KEY PERFORMANCE INDICATORS:

• 95% success rate in Quality Monitoring being conducted by Program Support Team.
• Adherence Score of 94% and above.
• Efficiency rate of 8 or above, computed by dividing the number of calls over the sum of all the time spent not available to take calls.
• Zero number of escalations or coaching opportunities.
• Zero or minimized number of unplanned absences.
• Zero number of tardiness.
• Recognition from internal or external clients and colleagues.
• Must be able to practice the LEM behaviours and put it into application.
• Recognition or positive feedbacks from FM’s, Leadership Team and colleagues.

RELATIONSHIPS

• Internal: Helpdesk Team in Bratislava and the Briars, JCI Account teams, Site Manager and Supervisors.
• External: JCI Tech (Sub-Con), contractors & vendors.

REQUIREMENT PROFILE :

• Candidate must possess at least a Bachelor's/College Degree in any field.
• Preferably with 1 year experience in handling calls.
• Excellent in English communications skills (oral and written).
• Excellent interpersonal, relationship management, customer service and consultation skills.
• Ability to analyze problems and provide assistance for resolution.
• Knowledge in basic computer functions web navigation.
• Above average typing speed (36 or above word per minute)
• Software competency: Microsoft Office Applications
• Must be well-organized, able to prioritize multiple tasks and possess good time management.
• Ability to work independently and exhibit a superior customer service attitude.
• Possess drive to learn, improve and grow as to knowledge and skills
• Must be a good team player.
• With good customer service skills, must be highly motivated, aggressive and result-oriented.
• Knowledge in creating and applying facility processes and procedures is needed.

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 120,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.