上海招聘

公司简介：

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：

浦东-世纪大道211号29楼林肯中心

岗位要求：

要求专科及以上学历。学士学位优先考虑。

至少具备24个月（2年）在客服服务、客户关怀等相关领域的工作经验，其中需包含1年以上投诉案件处理经验，若具备在呼叫中心\客户关系协调中心\客户关怀中心，同等工作经验者优先考虑。汽车行业客服经验者优先录取。

语言要求：

普通话标准，音质佳；英语良好。

上班时间：每周一至周五, 每周共工作40个小时 (上午9点至下午6点）

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.

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

福利待遇:

福利待遇优越，

1.五险一金（试用期后：增加住房补助公积金）；

2.商业补助型医疗保险；

3.绩效奖金；

4.节日福利；

5.带薪年假。

公司注重员工的发展及培训需求：为员工制定个人发展规划，并提供培训项目。

期待您的加入！

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（渤天中国）期待您的加入！

www.percepta.com