广州招聘

岗位描述：为旅游保险持卡人提供电话指导和援助服务，以保证客户满意度。

岗位职责：

1.响应客户需求，为客户提供专业的保险协调协助服务。

2.与医疗部门一起对复杂病例程序进行成本评估。

3.对客户进行跟进和礼节性回访。

4.记录及存档所有援助案例，以便后续跟进及管理。

岗位要求：

1.粤语流利，英语较好。

2.良好的表达沟通协调能力和客户技巧。

3.良好的解决问题，组织和分析能力。

4.有1 - 3年在呼叫中心或保险工作经验者优先。

5.能适应轮班工作（早班、夜班和通宵班，每周工作40小时，平均5天8小时）。

POSITION'S MISSION:

To provide assistances services and telephonic guidance to the card-holders, with the purpose of offering a service aligned with the commercial proposal by guaranteeing customer's satisfaction, within the framework of the Company's objectives.

DUTIES AND RESPONSABILITIES:

1. Respond and assist the card-holder, coordinating the assistance service according to the case, so as to ensure customer’s satisfaction by fulfilling the Company's policies and standards.

2. Record the coordination of the case within the Company's systems for its management and follow-up.

3. Select, within the available providers, the most appropriate one for the assistance, ensuring it fulfills the case’s requirements.

4. Inform the card-holder about the provision of the service and different instances required by the case.

5. Validate the costing evaluation of each procedure for complex cases with the medical department.

6. Perform follow-up and courtesy calls to card-holders, so as to ensure the customer’s satisfaction in accordance to the standards and procedures established by the department leaders.

7. Digitalize and archive within the system the available documentation of each assistance case in accordance to the active procedures, so as to allow the subsequent control and keep critical information for future assistances.

JOB REQUISITIONS:

1. 1-3 years’ experience working in a call center environment .

2. Age: between 25 and 40 preferably.

3. Bilingual Cantonese - English. Knowledge of Mandarin (preferent).

4. Excellent problem-solving, organizational and analytical skills.

5. Excellent customer service skills.

6. Excellent verbal, written and interpersonal communication skills.

SOFT SKILLS:

*Service Vocation (present in every day life)

*Customer oriented, working to exceed its expectations (external or internal). With ability to understand others, empathetic, active listening ability.

*Very good interpersonal skills. Good communication tools / oratory.

* Multitasking. organizational and administrative capacity. Plan and organize time and priorities to achieve the objectives of their position. It produces results.

*Temperance, keep calm in difficult situations. Positive attitude to the difficulties of life.

*Compassionate, empathetic.

*Good Judgment, uses knowledge of business, industry and common sense to make the best decisions. Critical thinking.

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香港电讯专业客服为客户提供世界级的环球客户联络中心及客服管理外判服务，范围包括话音及非话音客户服务、技术支持、销售、挽留客户及其他业务流程。香港电讯专业客服经营一个多渠道的环球客户联络中心网络，所支持的语言覆盖全球超过一半的人口。

香港电讯专业客服屡获评为世界领先的客户联络中心服务供货商。透过设于中国香港、中国内地、菲律宾、美国及巴拿马超过一万个服务员席位，香港电讯专业客服每年为当地及跨国机构服务超过一亿个客户来电。有关香港电讯专业客服的详情，请浏览网址*****************************/。


薪酬福利：
成功取录之全职申请者，将享受：
1.薪酬待遇极具竞争力：基本工资+绩效奖金+各项津贴+季度奖金+年终奖金；
2.五险一金+商业意外险；
3.法定节假日上班按标准给予加班费；
4.每年8-14天的带薪年假，6天全薪病假；
5.良好晋升机会：内部转职或纵向提升；
6.丰富多彩的员工活动（聚餐、郊游、运动会、员工生日会等）；
7.每年一次健康体检；
8.舒适的工作环境；
9.出国参加培训或旅游的机会。

联系电话：83160065；83160063
简历投递邮箱：gz-recruit@pccw.com
地址：广州市东风西路191号国际银行中心7楼706室人力资源部
公交车站：广医站；地铁站：中山纪念堂站（2号线）或西门口站（1号线）。可在**************查询具体乘车路线。

公司网站：*****************************
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公司微博：****************/u/2800332020
公司Facebook: ***********************/pages/PCCW-Teleservices-Ltd/212515088880136