南京招聘

职位描述：
RESPONSIBILITIES:
？ Telephone calls to be answered within set targets.
？ Accurate recording of all customer fault reports / enquiries on relevant system(s). Carry out primary diagnosis and attempt to clear faults / enquiries on first call.
？ Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.
？ Monitor progress of faults / enquiries to ensure resolution within set target time.
？ Case Manage faults to resolution.
？ Follow guidelines on escalations and escalate problems and delays as necessary.
？ Manage “escalation” as they arise at Level 1 escalation point .
？ Ensure incident queues are managed and repair performance targets maintained.
？ Ensure that “day shift” business is handed over to roster team members during Shift change so that Customer satisfaction and performance targets are maintained, 24/7 support is guaranteed.
？ To access, use or disclose customer information only when needed for the job in accordance with BTs security policy. Any other access, use or disclosure of customer information may only be made on receipt of additional authority in accordance with BT information security. To ensure to safeguard sensitive customer information.
？ Ensure to understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to daily work sufficiently to be able to comply with, relying on the knowledge or ability to recognise when are needed for specialist support.


QUALIFICATIONS:

？ Bachelor degree / Diploma
？ Over 1 year experience
？ Customer service in a technical helpdesk function
？ Ability to cope with pressure
？ Ability to manage time effectively
？ Knowledge of voice and data networks
？ Can accept night shift
？ PC skills- Excel, Word, Email systems
Language Requirements- Fluent English and or Japanese/Korean 举报 分享

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.