上海招聘

Key Roles and Responsibilities:

· To lead, manage, coach and develop a team of Customer Support Representatives and to actively participate in, contribute to, as well as align, CSC delivery to meet agreed service levels and targets.

· Employ effective methods to develop team cohesiveness, increase employee motivation and satisfaction and reduce staff churn.

· Develop and implement timely solutions to resolve customer complaints escalated by team members.

· Manage performance and employee conduct in terms of company policy.

· Seek out opportunities to enrich and empower CSR job role.

· Deliver performance reviews in line with company requirements.

· Maintain operational proficiency in CSC systems, processes and procedures and be available to answer incoming calls when required.

· Develop and maintain effective relationships with key personnel to ensure the CSC is represented in initiatives impacting our service delivery.

· Meet departmental and divisional Priority Objectives.

· Assist with recruitment.

· Continually seek improvement in efficiency through reviewing and changing CSC practices.

· Establish and maintain CSC processes, procedures and work instructions in terms of ISO9001 quality standards. Participate in audits when required.

· Undertake duties, job functions and participate in projects as directed by Customer Support Centre Manager to ensure both the efficient operation of the CSC and customer satisfaction.

· Conduct daily activities in accordance with Fuji Xerox's OH&S policies, procedures and code of conduct.

Conduct daily activities in a quality and environmentally responsible manner in accordance with Fuji Xerox's policies.



· Bachelor Degree or above

· Excellent Cantonese Language, Fluent in English

· Minimum 5 years experience in a customer service/technical support role.

· Minimum 24 months Team Manager experience in a Call Centre.

· PC skills (40 wpm).

· Proficient in the use of all Microsoft applications (Work, Excel, PowerPoint, Outlook, Explorer).

· Familiarity with Call Centre technologies.

    富士施乐成立于1962年，是富士胶片控股株式会社的全资子公司。作为行业领导者，富士施乐致力于提供文件相关的智能解决方案与服务，同时开发、制造世界一流的数码多功能机、打印机和数字印刷系统并销往全球。 富士施乐的直销业务范围涵盖日本和包括中国在内的亚太地区。
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