上海招聘

职位描述：
We are looking for a Shanghai based Customer Service Manager (m/f) that maintain the smooth daily operation and ensuring the service quality and performance to reach the company’s predetermined goals.

At HRS GROUP “We love to make it happen”: We are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. It is our goal to make the booking experience simple and smart. Our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. The HRS GROUP continues to expand and employs more than 1,500 people in 27 offices across the world – including Cologne, Shanghai, London, Mumbai and Sydney.

To fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. Do you also want to make it happen at HRS?

The challenge you are up for

- Take end-to-end responsibility of operation of the CSC department, including both internal team and external outsourcing vendors, to ensure the operational cost is within the budget
- Setup overall operational metrics and targets and ensure the good target achievement
- Set up the standard working flow(SOP) and ensure the 100% implementation aligned with the SOP standard. Continuously improve on the existing working flow via day-to-day coaching
- Manage operation of outsourcing vendors, review the operation performance including service level and service quality on weekly/monthly basis
- Provide proper orientation and on-the-job training to new hires and current employees jointly with HR department to ensure the consistent service standard maintained
- Setup quality monitoring mechanism and scorecard and implement quality assurance process.
- Lead the service team to complete the tasks while aligning with company overall service standard


The commitment you bring

- A degree in management or related field
- 5 years of working experience from TMC, OTA or travel industry; sales or marketing experience is a plus
- Excellent knowledge in PC applications, with proficiency in using Call-Centre-Technologies or other related specified software
- Good people management skills and service oriented
- Strong analytics, self-confidence and good persuasive skills
- A structured, independent and goal oriented working style
- Fluency in English, spoken and written

The reward you get
- A high impact Customer Service Manager role with high degrees of responsibility and autonomy
- Plenty of room for personal growth and professional development
- A highly talented, passionate and international team that revolutionizes the travel industry
- Strong team performance and a transparent results focus towards one shared direction
- A modern working environment 举报 分享

About the HRS Group

The HRS Group combines the hotel portal HRS, the holiday home portal HRS Holidays, the online reservation service HOTEL DE and the Alps portal Tiscover. More than 850,000 accommodationsin 190 countries and over 400,000 holiday homes and apartments in Europe are already integrated into the portals. Under the brand of “HRS Global Hotel Solutions”, the company also offers further services specifically for global enterprises. In addition to professional hotel procurement and negotiations of special rates with hotels, HRS optimises the cashless and paperless payment of hotel stays as well as the automated invoice processing. Solutions for meeting and group bookings through a standardised online booking tool complete the offer for companies. Among its customers are 27 of the DAX 30 Companies as well as numerous global players of the Fortune 500 Companies, including Google, China Mobile, Hitachi, Huawei, Alibaba and Panasonic.

The continuously expanding group of companies has more than 1,500 employees in 34 offices worldwide, among them Shanghai, Tokyo, Singapore, Paris, London, Mumbai, Sao Paulo and New York. The HRS Group’s headquarters are located in Cologne.

You can easily apply for any vacancy via the ‘Apply Now’ button on the job page on the career page (jobs.hrs.de) by providing few personal details and your CV. As soon as you have successfully submitted your application you will get an application confirmation from HRS. If there are no current vacancies matching your experience or interest, we recommend to regularly check for new roles as we do have new vacancies coming up throughout the year.