上海招聘

职位描述：
Job Mission: 工作目标
1) To investigate and resolve pre-and post-trip incidents for APAC countries.
调查并解决发生在亚太国家的差旅前后事件。
- To ensure immediate and clear communication is sent
确保及时清楚的沟通
- To categorize cases appropriately allowing further analysis of incidents
适当归类问题以便进一步分析
- To perform in-depth analysis of each case to understand the root cause and responsibility
深层次分析调查事件的根本原因及责任方
- To propose solutions to prevent further occurrence of the problem which will assist in reducing costs.
提交相应解决方案，预防类似事件的再次发生，从而降低成本
2) Problem analysis and investigation will be completed in collaboration with various internal departments including Customer Service and Client Services, Customer Invoice Care, Account Management and the Technical Support team, along with external suppliers.
与不同部门协作进行问题分析及调查，其中包括客户服务，账单支持，客户管理，技术支持，以及外部供应商
3) With global collaboration and communication, the aim of the analysis is to make recommendations and positive changes to the process, improve the client experience and reduce losses for the company.
通过全球化的协作和沟通模式，细化的分析技术，从而优化流程，进一步提高客户体验，降低公司业务流失。

Key Areas of Responsibility:
主要职责
Handle pre-and post-trip incidents – including queries, claims and complaints
处理差旅前后事件 – 包括问询，要求及投诉。
Provide issue resolution within contractually agreed SLA’s
事件处理规范符合合同SLA
Ensure all incidents are centralized appropriately within Salesforce
确保所有事件在Salesforce中被适当集中归档
Categorize incidents and provide analysis on the data
分类事件并进行数据分析
Liaise with other Departments where necessary to obtain answers or assistance
与其他部门沟通联系，以便获得协助
Ensure strict and measured timeliness in answering client queries in line with agreed SLA’s
在严格规范的SLA内，给予客户答复
Ensure high standards of quality and accuracy in all communication with clients
确保在一个高质量及高准确度的基础上回复客户相关问询
Take ownership of each case until final resolution of the issue
至始至终跟进每个事件，直到其最终解决方案的落实。
Be the voice of the customer to internal Egencia departments
作为客户的发声者，极大可能的维护客户利益。

Requirements / Qualifications:
要求及资质
Highly Customer focused
高度聚焦客户利益
Strong communication skills
极强的沟通能力
Good investigative skills
良好的洞察力
Flexible and adaptable to an evolving environment
良好的适应弹性工作环境的能力
Mandarin – Chinese skills in addition to English would be a benefit but not compulsory.
普通话 – 中文，会英文更好

Skills/Experience: 能力及经验
Strong experience of problem solving and pro-activity gained in a Customer Service environment
拥有丰富的问题处理经验，客户服务行业从业者优先考虑。
Experience of dealing directly with customers at all levels within organization to resolve issues
善于各层级客户的直接沟通
Strong organization and time management skills
强的组织架构及时间把控力
Excellent attention to detail
敏锐的细节嗅觉
Ability to multitask – the role will require managing several customer issues at any given time
善于在给定的时间内处理多个客户问题的能力
Travel Industry experience and GDS knowledge essential
必要的旅游行业从业经验及GDS业务知识
Good Communicator and Team Player
良好的沟通能力及团队协作力

Applicable Competencies:
适用能力

Egencia Competencies:
易信达胜任力
Add Business Value
增加企业价值
Business Acumen
业务敏感度
Analytical Problem Solving & Decision-Making
问题的分析处理能力及决策力
Technical/Functional Skills
技术及功能相关背景能力
Focus on reducing losses for Egencia by diligent investigations.
专注于通过详尽调查降低公司成本或业务上的流失

Communicate Effectively
有效的沟通
Listening
倾听
Written & Spoken Communication
书面及口头沟通
Influencing
影响力
Highest level of quality in all correspondence externally and internally
高质量的内外部回复

Help the Team Win
帮助团队成功
Cross-Functional Collaboration
跨职能协作
Build & Maintain Teams
团队建设
Work Effectively with Superiors & Peers
上级及同级间的有效协作
To ensure productivity based on closed cases reaches target
确保问题解决的数量达到一定目标

关于Egencia
Egencia (易信达)是全球差旅领导者Expedia 的子公司，通过一步步地发展，如今已经成为世界第五大旅游管理公司。Egencia所服务的客户群涵盖了从中小型企业到《财富》前 100 名的大公司。Egencia 在2002 年成立，当时名为 Expedia Corporate Travel。Egencia 荣升为全球第五大旅游管理公司。到2009 年，Egencia的预订总额已超过了14 亿目前在全球已经有 4200家企业成为我们的商务客户。

关于 Expedia, Inc.
Expedia 是世界排名第一的在线旅游代理公司，也是酒店预订的最大供应商《财富》排名前 100位的大公司中，90%的员工通过 Expedia.com预订酒店Expedia和Egencia的网络技术和预订平台对数百 个航空、酒店、车辆租赁和其他相关旅游网站具有一定影响力《财富》排名前 1000位的Expedia 公司 在 NASDAQ 公开上市2008 年， Expedia公司网站的订房天数总共超过5600万天每个月有6900来万界各地的旅行者浏览我们的网站。