上海招聘

请提供中英文简历

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职位描述：

Management and development of the Customer Service operations team to ensure all needed processes are performed at peak ability and the team is developed into managing more projects with limited oversight.

    

    

Job Duties:

    

    

?            Supervise remote CSRs in day to day activities to ensure that customer issues are being resolved with the highest standards.

    

?            Manage and oversee all inbound and outbound CS systems including but not limited to telephone, e-mail and live chat functions (+social media).

    

?            Ensure CSR members are achieving desired service levels, providing regular performance feedback

    

?            Create and implement effective customer service procedures, policies and standards

    

?            Develop customer satisfaction goals and coordinate with the team to meet them on a daily basis

    

?            Follow up with disputes, chargebacks, claims in a timely matter

    

?            Keep accurate logs of department expenses (returns, exchanges, discount, chargebacks, refunds) and report findings to Operations Manager

    

?            Collaborate with cross functional teams (shipping, marketing) to identify break downs in process and ensure a seamless omni-channel experience

    

?            Analyze trends in consumer issues and make suggestions for policy updates, FAQs and website enhancements.

    

?            Answer staff members questions, guiding them through difficult calls, diffusing angry customers and act as a subject matter expert for agents

    

?            Assist CSR with duties during times of high volume

    

?            Escalate and communicate significant issues to Operations Manager when necessary.

    

?            Periodic monitoring of CSR calls, emails and chats. Provide timely feedback to CSR and Operations Manager to support the continuous improvement of the quality of our customer support activities

    

?            Attends and host weekly team meetings with CSR and follow-up action list

    

?            Assess service level statistics and prepare detailed reports on findings.

    

    

Requirements:

    

?            Flexible working hours to meet different time zone customers

    

?            Experience for E-commerce business is preferred

    

?            At lead 2~3 years same experience

    

?            English Native speaker is preferred.

China 1 Link Ltd. is a Canadian procurement/sourcing office based in Shanghai for 12 years managed by foreigners.
We are looking for competent, driven individuals to join our ever growing business who are looking for a long term career opportunity
- Attractive Remuneration package with benefits and Annual Performance BONUS
- Monday to Friday work week
- Opportunity to travel and service/build international customer base (Canada/USA/Europe)
- Only English Resumes will be considered, Kindly ensure that past work experiences included details of products worked on.