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。
 
工作地点：
1. 浦东- 东昌路地铁站附近

岗位职责概要：
处理完成各渠道转办的客诉问题，提出有效解决方案、建议，积极协调各方解决相关投诉；
发现投诉案件中的相关流程等方面存在的问题，并能够及时反馈；
通过案件分析及时调整投诉案件处理方案，与4S店及厂方积极跟进、并同步信息；
维护公司形象，把控公关危机；
善于发现并提出投诉处理流程节点的冗余项，致力于快速解决问题以及***用户体验。
有汽车客诉经验者，优先考虑。
不含销售，纯客服岗位。

详见如下
Main responsibilities and duties
？Be response for complaint case handling, analyzing the case information on the system. Contact customers to resolve time sensitive and high priority cases as well as dealing with internal escalations and leads management cases for the hotline, seeking advice or escalating as necessary.
？Analyse escalated cases to discover who is responsible for issues and provide relevant feedback. Provide appropriate and effective solutions to achieve high customer satisfaction.
？Through effective communications with dealers develop outstanding business relationships.
？Follow policies and procedures to directly contact the relevant departments, to find effective solutions for outstanding and aged cases to bring about a mutually acceptable case closure.
？Produce detailed analysis of each internal escalated case, including investigation and liaison with parties where appropriate.
？Coordinate China Lincoln CRM associates to provide solutions to abnormal cases.
？To actively look for early warning triggers and take appropriate steps to minimize impact on case resolution.
？To hold all external parties to account where a break-down in process has occurred.
？To offer strategic ideas and develop plans to improve our aged case performance.
？Provide clear, professional and accurate written responses to customers when requested, using standard letters where appropriate and email.
？Ensure all health and safety procedures are followed in accordance with company policies and procedures.
 
Education

？Preferably College education
 
Experience
？At least two years experiences in customer care, experience within a CRC environment advantageous.
？At least one year experiences in independently handling time sensitive and high priority cases as well as dealing with internal escalations.
？Excellent judgment in complicated situations, including effective communication, independent problem solving and rich complaint handling experiences
？An ability to work on own initiative and prioritise workload without supervision.
？Some familiarity and understanding of databases is desirable.
？Satisfactory product knowledge and basic technical knowledge preferable but not essential.
？Quality Management and Continuous Improvement knowledge and mindset preferable.
？A clear understanding of the differences between a call center and customer service mindset.
？Understanding of or previous experience in the automotive industry advantageous.
 
Skills
？Excellent customer handling skills with a thorough understanding of ‘world class’ customer service and a desire to exceed customer expectations whilst marrying this with the objectives of the business. Maintain a positive, professional and pro-active attitude towards customer enquiries
？Excellent problem solving skills including good judgment.
？Must be able to demonstrate strong interpersonal communication skills, including the ability to build effective relationships and manage customer expectations.
？Self motivated and able to work on own initiative and prioritise workload without supervision
？Knowledge of warranty claim processing system
？Good computer skills – familiar with the use of a PC, 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
？Excellent verbal and written communication skills including letter writing skills.
？Advanced organizational and time management skills
？Good mathematical skills 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