广州招聘

职位描述：
1．OVERALL PURPOSE OF JOB 岗位目的
- Build excellent service level for a better customer satisfaction;
- Improve calling answer rate and fast response.
- Show professional image of KUKA customer service to outside.
2．MAJOR RESPONSIBILITIES 主要职责
Requirements:
- Receive coming call and make an effective answering action by hotline (phone or email) within defined service level.
- Resolve customer problems within the established guidelines.
- Maintain the Hotline record and analyze; monthly report.
- Leading the communication with customer and create service business.
- Transfer the on-site service request to Assignment Planning Team by email.
- Maintain good relationships with customers through quick effective feedback.
- Comply with established company policies and procedures to protect company and customer's asset.
- 7/24: Hotline service for out working time: weekend and holiday.
Outputs:
- Reaction time/Hotline case duration/Hotline waiting time
- Rate of solved case by hotline
KPI:
- Rate of received hotline everyday over 90%.
- Rate of solved case by hotline over 50%.
- Average Duration Time for every hotline case within 10min.
- Average Hotline waiting time for every hotline case within 5min.
- Feedback seeking and score evaluation from hotline coming.
- Clear record for every received hotline case with hotline history list.
- Expert knowledge database, college work instruction.
- Feedback to hotline coming every 2 or 4 weeks, covering hotline coming20%.
- Zero record for complains with reality.
KEY COMPETENCIES 资格能力要求
- Educational:
- Major in engineering with Bachelor’s degree.
- Experience:
- Customer service and satisfaction oriented.
- Excellent communication skill.
- At least 1 years of experience with on-site service in related industry, with robot application is preferred.
- Proactive, self-motivated and sense of responsibility.
- Willing to work under high pressure.
- Good command of English in speaking and writing.
- Good command of MS Tools.
- Language Skills:
Written English Level: good
Oral English Level:good
- PC/Office skills:
Excel Skill:fluently
PPT Skill:fluently 举报 分享

 库卡机器人（上海）有限公司是德国库卡公司设在中国的全资子公司，成立于2000年，是世界上***工业机器人制造商之一。