广州招聘

工作摘要
To assist Call Center Manager to manage the call center operation by meeting the quality, performance, productivity and costs control objectives of client project. Oversee the implementation and operation of customer service enquiry, and telesales / telemarketing services as required.

主要职责
? To plan, manage and control the operations of Call Center of client project, so as to achieve the service and cost targets in an efficient and effective manner
? To ensure Call Centre resources are best utilized in meeting the service targets
? To manage the overall quality, performance, and productivity
? To design and develop best-in-class work procedures and practices and ensure that they are well-implemented
? To proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation
? To analyze and identify issues from customers complaints and implement plan to improve customer satisfaction
? To coordinate between PCCW operations and the clients during implementation to ensure that communications essential to a successful implementation to ensure that communications essential to a successful implementation are in place between client and internal system, training, team leader etc
? To develop a highly motivated, productive and professional customer service team with appropriate reward system and career progression plan
? To foster service-oriented culture and maintain ambience within call centre
? To set up Key Performance Indicators with relevant parties and ensure its proper execution
? To measure customer satisfaction regularly and ensure those standards are being met
? To prepare all necessary reports to reflect the call centre utilization, service level achievements, and quality level achievements
? To recruit, train up call centre personnel & effectively manage staff turnover and foster good team spirit

职位要求
? Degree holder with at least 5 years’ experience in contact center industry and 3 years in managerial position.
? Good leadership and people management skill
? Good team building and interpersonal skills with ability to communicate effectively with people of all levels, and of different cultures
? Willing to work in a dynamic environment and accept new idea
? Good working knowledge of project planning / management tools.
? Highly self-motivated and result-oriented, with problem solving skills.
? Good interpersonal as well as communication and presentation skills.
? Good command of spoken and written English and Chinese.
? Skill in MS office tools, i.e. Work, Excel, PowerPoint and etc…

香港电讯专业客服是香港首屈一指的电讯服务供应商香港电讯的营运附属机构之一，而香港电讯的大部分股权由电讯盈科有限公司持有。

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