上海招聘

职位描述：
在华美资独资公司：专业致力于汽车行业公共关系服务的美资跨国集团，
在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

岗位职责：
负责全球高端汽车品牌Outbond部门的管理工作；
提供解决问题必要的团队管理支持与方案；
管理团队，达到KPI指标，同时负责团队的Outbond外调任务与团队员工的提升,等等；
拥有至少2年相关行业团队管理经验；

无需电话销售
详见如下

Position Summary
Reporting to the
The Team Leader is expected to Operations Manager, the Team Leader assists with the supervision of Lincoln CRC Team and also has day-to-day management responsibility for dealer communication, dealer relationships and customer care. provide quality customer care and strive for excellent customer service and resolution of customers' complaint upon first contact to ensure customers are experiencing professional and excellent customer service at all times.
They are also responsible for planning and execution of tactical business objectives to achieve agreed outcomes as defined by client Service Level Agreements (SLAs), especially CSI, and maintaining successful performance.

Duties and Responsibilities
? Response for the day-to-day operations.
? Handle escalated customer contacts including inbound enquiry calls, outbound calls, correspondence and internet enquiries, identifying customer concerns and implementing an appropriate solution, during first contact when possible.
? Monitoring case escalation and handling.
? Achieve key performance indicators of the role, both quality and quantity.
? Use voice, language and communication skills to communicate effectively and professionally.
? Use technology provided, to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts.
? Develop and maintain product knowledge, business process and system expertise to meet on-going customer, client and dealer network needs.
? Provide support and an escalation route for Blend Agent & other associates when dealing with complex cases and customer complaints.
? Communicate operational problems to the Operations Manager, proposing appropriate solutions, improvements or procedures to ensure any issues are resolved.
? Monitor and manage absence; holidays, sickness, training etc
? Administer Percepta’s policies and procedures consistently with sound judgment and fairness in conjunction with the Operations Manager.
? Promote positive relations with client and other Percepta personnel, without releasing confidential information through improper means.
? Regularly liaises with client and present information and reports as required.
? Works with Operations Manager to control and monitor daily workflow to ensure objectives are achieved.
? Monitor quality of service provided, coaching the Blend Agent to improve customer service skills.
? Works closely with Operations Manager, Dealers and CRC staff to ensure customer concerns are resolved and ensure customer care policy is communicated within the region.
? Assists with call monitoring / quality assurance of team members to ensure standards and case management are achieving objectives and to standards.
? Highlights staff concerns, issues and performance problems within team or CRC.
? Ensure all team members know, understand, adhere to and enforce Percepta / China Lincoln policies and procedures.
? Ensure all health and safety procedures are followed in accordance with company policies and procedures.
? Capture opportunities for systematic improvements and communicate as appropriate.
? Work on special projects as instructed by Operations Manager.

Education
? College or degree qualification required.
? Supervisory qualification required or equivalent experience.


Experience
? Experience in the automotive industry advantageous.
? 2 years customer service experience.
? 2 year experience in a similar leadership role.
? Experience with change management and process improvement.

Skills
? Excellent oral, written and interpersonal communication skills.
? Excellent organizational counseling, mentoring and coaching skills
? Good computer skills – familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft applications such as Office, Word, Excel. Web navigation and use of internet search engines. Ability to use PowerPoint is useful. Ability to learn new applications
? Ability to learn and develop knowledge in call center IT solutions.
? Must be able to work with all levels of management and interact professionally effectively with all employees, able to interact with clients and customer and represent Percepta/Jaguar and Land Rover professionally with all external organizations.

Languages
? Fluent in Mandarin
? Cantonese and/or Shanghainese desirable.

Other
? Must be able to maintain the strictest confidentiality.
? Ability to relate to and deliver Percepta’s mission and values
? Availability to work between 8am and 9pm on a rotating roster between Monday and Sunday 举报 分享

Percepta成立于2000年。总部位于美国，是一个由全球著名客户呼叫服务公司Teletech和福特汽车公司投资的全球性呼叫中心合资企业。专业致力于汽车行业公共关系服务的美资跨国集团，在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

Percepta拥有1700名员工，遍布全球十二个国家，如美国，英国，澳大利亚，德国，南非，中国,泰国等。

汽车行业 (福特,大众,捷豹,路虎,林肯,标致等等)
生产
医药
金融服务行业

Percepta China（百塔中国）期待您的加入！

www.percepta.com