Service Excellent Team Manager
花旗软件技术服务（中国）有限公司广州分公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：金融/投资/证券 银行
职位信息
- 发布日期：2015-06-11
- 工作地点：广州-天河区
- 招聘人数：1
- 工作经验：8-9年
- 学历要求：大专
- 语言要求：英语熟练
普通话精通 - 职位月薪：面议
- 职位类别：客服经理(非技术) 客户主管/专员
职位描述
TALEO Number:15015228
Responsibilities:
· Lead the team to handle customer complaints
· Identify performance gaps through analyzing complaints’ root causes and initiate action plan to further improve service quality
· Identify processes to revamp to improve end to end customer experience
· Line up standard process for marketing program review with Business
· Develop and implement communications for policy/ programs changes
· Identify CitiPhone training needs and create training content for the department
· Enhance New Hires / Refreshment Training effectiveness
· Line up Career Progression Grid for CPO
· Expand Universal CPO pool to enabling maximize resource capacity.
· Call monitoring methodology revamp
Requirements
· Bachelor’s degree or equivalent experience
· 7+ years’ experience in Customer Service environment including supervisory experience
· Fluent in spoken English/Cantonese/Putonghua
· Good command of written English
· Strong leadership skills and able to motivate staff to deliver superior customer services
· Comprehensive knowledge of compliance & security procedures
· Team player
If you are interested in being considered for the position, please apply through our career page at https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en in English or https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN in Chinese.
如对花旗职位感兴趣，请点击登录我们的招聘网站直接申请。进入英文网站申请，请登陆https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en；进入中文网站申请，请登录https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN。
恕不接受经由其它方式提交的求职申请。
公司介绍
花旗是全球领先的金融服务公司，在全球140多个国家拥有两亿客户账户。通过花旗公司和花旗控股，花旗集团为个人、公司和机构客户提供广泛的金融产品和服务，包括个人银行及信贷、公司银行与投资银行、证券经纪和财富管理。更多信息请参见花旗官方网站http://www.citi.com。