上海招聘

职位描述：
Key Duties & Responsibilities
？Taking ownership of support customer enquiries and requests from start to end
？Dealing with a wide variety of enquiries from customers from call start to closure, escalating when necessary
？Actively and efficiently logging support case data and achieving First Contact Fix wherever possible
？Communicating cooperatively with team members, other departments and management, to deliver timely resolution of customer issues and improve customer satisfaction
？Producing reuseable knowledge articles for customers and associates, to address the enquiries ？
？Working with the Team Leaders to ensure daily activities are focused on achievement of departmental and customer objectives
？Working hours :
？08:00-17:00, 09:00-18:00 or 10:00-19:00 including 1 hour lunch time
？5-day work every week, but rostering weekends and national holidays

Key Results Indicators & Measures of Success
？Service responsiveness, productivity and time to resolution to agreed standards
？Calls logged and customer follow up completed within deadlines
？Positive engagement and customer satisfaction demonstrated by customer feedback from Customer Satisfaction Survey
？Achievement of departmental objectives
？Demonstrable contribution to continual improvement of support processes and practices

Qualifications, Skills / Knowledge & Experience
？Bachelor degree in IT, Business or related discipline
？3 years working experience in application, software support or development or business analyst role
？Superior communication skills, including telephone, virtual methods such as live chat, written, and verbal skills in Chinese and English
？Experience of working with customers
？Demonstrable ability to influence and overcome objections ？
？Ability to troubleshoot a variety of application and software issues
？Capable of performing tasks independently to resolve issues and working effectively in a team environment
？Working understanding of the automotive industry and/or ERP an added advantage 举报 分享

本公司是一家年轻充满活力的企业，公司自成立以来在经营过程中以诚信为本，以质量求生存，本着一切按客户实际需求而经营，以比诚信、比服务、比热情的服务理念来为您提供***解决方案，真诚的为您提供最实际的报价与完善的售前售后服务。