CS SR Manage（亚马逊)
成都天府人才行动
- 公司规模：150-500人
- 公司性质：国企
- 公司行业：计算机软件 非盈利机构
职位信息
- 发布日期：2013-03-26
- 工作地点：天津
- 招聘人数：若干
- 职位类别：其他
职位描述
Search and Rescue Manager
Job Description:
This role will lead low to medium complexity projects. The position may have occasional direct contact with Amazon.com customers or be required to advise or assist on highly escalated customer issues (e.g. high-touch customers) for CS leaders, CAPs, business teams, and global ECR peers abroad.
Process:
? Owner of the VP-inquiry process for speed and quality of response to Senior Leadership; Deal with the critical escalations from CSA teams and AIC.Owner of CS operation risk management.
? Oversee high visibility or business critical issues for our internal customers (business team requests) by delegating and monitoring work completion.
? Drives and owns the quality program within CN ECR.
1. Owns the audit completion, reporting of findings to CS senior leadership team, and end coaching of Specialist.
2. Engages the CN Process Owner when audits reveal improvement areas needed with internal processes.
? Took lead ECR Specialists with real-time, tactical escalation needs.
1. Aid team members in overcoming obstacles encountered. (e.g., ticket or project resistance, biz team buy-in, etc.)
2. Tracks reoccurring requests,and develops trainings and action plans to address skill and knowledge gaps at team level.
People Management:
? ECR Acting team member mentoring support – facilitation of Acting team member rotations, weekly report outs, etc.
? Deliver team coaching as surfaced through VP-I, team manager, and external teams.
? Active participation in achieving individual team members developmental goals.
Training and Development:
? Drives the ACES culture within ECR at the daily work level. Includes identification of needs, development of training, and facilitation at the individual or team level.
? Ongoing monitoring and adding of team permissions for new acting team member additions and baseline completions for core team member needs.
? Relays findings from audits and Service Level (SL) misses to ECR Process Owner for continued refinement of processes.
? Constantly instill advocating for customers and process improvements to ingrain this into the ECR culture.
Project Management and other tasks:
? Act as a champion for team projects.
? Other duties as business need requires.
Basic qualification :
Familiar with China consumer laws and experienced with government communication
? Ability to think clearly, analyze quantitatively, problem-solve and prioritize.
? Strong bias for action and ability to prioritize with a hands-on attitude.
? Ideas-driven and creative in finding solutions/ designing improved methods, systems and processes.
? Attention to detail and high capability for data mining and analytical work.
? Bachelor+ degree
? Project Management experience
? Direct experience in Customer Service in a call center, retail or hospitality environment
Preferred qualification:
? Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
? Detail-oriented, analytical, proactive approach to problem-solving and identification.
? Able to work independently, self-motivated, and flexible in approaching responsibilities and change.
? Strong coaching and people management skills; experience in coaching at peer level a plus.
? Proven ability to build relationships and influence others across the organization.
? Professional demeanor and supportive of all internal customers and colleagues.
? Displays good judgment and discretion.
? Superior organizational and time management skills.
? Degree in English or related field preferred; excellent written and verbal communication skills - perfection in responses to customers is required.
? Project management skills (communication, planning, and documentation.
? Formal training in Relationship Skill/Business Management a plus.
Location: 天津市武清区,有班车
Job Description:
This role will lead low to medium complexity projects. The position may have occasional direct contact with Amazon.com customers or be required to advise or assist on highly escalated customer issues (e.g. high-touch customers) for CS leaders, CAPs, business teams, and global ECR peers abroad.
Process:
? Owner of the VP-inquiry process for speed and quality of response to Senior Leadership; Deal with the critical escalations from CSA teams and AIC.Owner of CS operation risk management.
? Oversee high visibility or business critical issues for our internal customers (business team requests) by delegating and monitoring work completion.
? Drives and owns the quality program within CN ECR.
1. Owns the audit completion, reporting of findings to CS senior leadership team, and end coaching of Specialist.
2. Engages the CN Process Owner when audits reveal improvement areas needed with internal processes.
? Took lead ECR Specialists with real-time, tactical escalation needs.
1. Aid team members in overcoming obstacles encountered. (e.g., ticket or project resistance, biz team buy-in, etc.)
2. Tracks reoccurring requests,and develops trainings and action plans to address skill and knowledge gaps at team level.
People Management:
? ECR Acting team member mentoring support – facilitation of Acting team member rotations, weekly report outs, etc.
? Deliver team coaching as surfaced through VP-I, team manager, and external teams.
? Active participation in achieving individual team members developmental goals.
Training and Development:
? Drives the ACES culture within ECR at the daily work level. Includes identification of needs, development of training, and facilitation at the individual or team level.
? Ongoing monitoring and adding of team permissions for new acting team member additions and baseline completions for core team member needs.
? Relays findings from audits and Service Level (SL) misses to ECR Process Owner for continued refinement of processes.
? Constantly instill advocating for customers and process improvements to ingrain this into the ECR culture.
Project Management and other tasks:
? Act as a champion for team projects.
? Other duties as business need requires.
Basic qualification :
Familiar with China consumer laws and experienced with government communication
? Ability to think clearly, analyze quantitatively, problem-solve and prioritize.
? Strong bias for action and ability to prioritize with a hands-on attitude.
? Ideas-driven and creative in finding solutions/ designing improved methods, systems and processes.
? Attention to detail and high capability for data mining and analytical work.
? Bachelor+ degree
? Project Management experience
? Direct experience in Customer Service in a call center, retail or hospitality environment
Preferred qualification:
? Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
? Detail-oriented, analytical, proactive approach to problem-solving and identification.
? Able to work independently, self-motivated, and flexible in approaching responsibilities and change.
? Strong coaching and people management skills; experience in coaching at peer level a plus.
? Proven ability to build relationships and influence others across the organization.
? Professional demeanor and supportive of all internal customers and colleagues.
? Displays good judgment and discretion.
? Superior organizational and time management skills.
? Degree in English or related field preferred; excellent written and verbal communication skills - perfection in responses to customers is required.
? Project management skills (communication, planning, and documentation.
? Formal training in Relationship Skill/Business Management a plus.
Location: 天津市武清区,有班车
公司介绍
成都，一座来了就不想离开的城市。历来“沃野千里、水旱从人、不知饥馑、时无荒年” ，被誉为“天府之国”。近年连获“未来10年全球发展最快城市”“全球最佳新兴商务城市”“外商在华投资首选城市”、“中国最具幸福感城市”“中国十大最具经济活力城市”、“中国城市综合实力十强”、“中国最佳旅游城市”、“中国十大最具文化底蕴城市”、等殊荣。
今天，具有深厚的文化底蕴、优美的人居环境，秉承和谐包容、智慧诚信、务实创新精神特质的成都，正以巨大的吸引力向天下发出邀请：软件人才，圆梦天府。成都高新区1991年经国务院批准为首批国家级高新区，经过十多年的努力，已形成以电子信息产业、生物医药产业、精密机械制造为主导的三大产业体系，聚集了IBM、SAP、西门子、诺基亚、阿尔卡特、摩托罗拉、爱立信、英特尔、德州仪器、友尼森、美国芯源、华为、中兴等全球知名企业。截止2011年底，已经有100余家财富世界500强和国际知名企业在高新区建有自己的企业或分公司。
近几年来，成都高新区把软件及信息服务产业作为战略产业来抓，天府软件园等产业发展载体投入使用。引进了EMC、腾讯、赛门铁克、微软、NEC、智乐、GE、TCL等一批知名企业，聚集了科胜讯、松翰科技、富士通、凹凸等一批知名IC设计企业，成功培育了卫士通、迈普、国腾、任我行等一批本土软件企业。软件及信息服务产业正成为成都产业发展的新亮点。
良禽择佳木而栖，人才遇知音而行。成都，是软件及信息服务产业发展的沃土，是软件英才圆梦的天府。
为了满足和适应成都软件及信息服务产业迅猛发展的需要，持续构建人才与企业之间合作、交流、加盟的平台，自2007年开始，成都高新区已连续5年组织区内100余家知名企业先后在全国几大主要城市开展“成都天府人才行动”招募优秀人才！
今天，具有深厚的文化底蕴、优美的人居环境，秉承和谐包容、智慧诚信、务实创新精神特质的成都，正以巨大的吸引力向天下发出邀请：软件人才，圆梦天府。成都高新区1991年经国务院批准为首批国家级高新区，经过十多年的努力，已形成以电子信息产业、生物医药产业、精密机械制造为主导的三大产业体系，聚集了IBM、SAP、西门子、诺基亚、阿尔卡特、摩托罗拉、爱立信、英特尔、德州仪器、友尼森、美国芯源、华为、中兴等全球知名企业。截止2011年底，已经有100余家财富世界500强和国际知名企业在高新区建有自己的企业或分公司。
近几年来，成都高新区把软件及信息服务产业作为战略产业来抓，天府软件园等产业发展载体投入使用。引进了EMC、腾讯、赛门铁克、微软、NEC、智乐、GE、TCL等一批知名企业，聚集了科胜讯、松翰科技、富士通、凹凸等一批知名IC设计企业，成功培育了卫士通、迈普、国腾、任我行等一批本土软件企业。软件及信息服务产业正成为成都产业发展的新亮点。
良禽择佳木而栖，人才遇知音而行。成都，是软件及信息服务产业发展的沃土，是软件英才圆梦的天府。
为了满足和适应成都软件及信息服务产业迅猛发展的需要，持续构建人才与企业之间合作、交流、加盟的平台，自2007年开始，成都高新区已连续5年组织区内100余家知名企业先后在全国几大主要城市开展“成都天府人才行动”招募优秀人才！