湖州招聘

Responsibilities:

· Overall responsible for leading of customer service team covering digital customer service in all channels (including but not limited to WeChat, App., Taobao, Meituan etc.) from pre-sales inquiry to after-sales service;

· Support the line manager to review and enhance all customer service related KPIs in the team;

· To communicate with the clients on feedback, suggestions or complains, continue to optimize the operation process accordingly to maximize the clients’ satisfaction;

· Cooperate with product, marketing & sales’ team to provide insights of product innovation, as the POC of GE team to push the product innovation base on consumer insight;

· Closely work with QA section to track and measure travel consultants’ productivity and accuracy;

· Assist the line manager on operation reporting, projects and implementation of relevant Process;

· People development of customer service centre

Experience / qualifications:

· College or university degree

· Good communication skills in both Chinese and English; cross-functional cooperation at all levels and from diverse backgrounds to exchange ideas, information and opinions

· At least 5 years’ management experience to manage more than 30 agents team scale in customer service team in domestic OTA or travel agency

· Strong leadership to coach the team member with proven track record to handle promotion spike (like 11/11) in travel agency or OTA before

· Be proactive to any new ideas internally or from other team and have the capability to plan and implement the new idea systematically

· Be familiar with WeChat, Taobao, Meituan etc. eCommerce platform and related customer communication tools (e.g. Qianniu, Udesk etc.), good at reporting and analysis from these tools

· Good Microsoft Windows Knowledge (Word, Excel, PPT, etc.);

Ability to work shifts, nights and weekends when needed or scheduled;

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