Customer Monitoring Operator (CMO) 监控中心客服
泰科安全设备（上海）有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：多元化业务集团公司
职位信息
- 发布日期：2013-04-27
- 工作地点：上海
- 招聘人数：4
- 工作经验：一年以上
- 学历要求：中专
- 职位类别：咨询热线/呼叫中心服务人员
职位描述
Summary of job duties and responsibilities: 工作简述
This position is responsible for handling emergencies alarm incidents, both inbound and outbound calls within 24/7 monitoring operations center.
负责每周7天/24小时在线轮班处理电话紧急警报事件。
Key Accountabilities: 关键责任
1.Attend to all emergencies alarm signals and dispatch within the expected response time base on the alarm priorities and standard operating procedures,关注紧急报警信号，并根据警报的优先处理次序和标准操作流程在规定的响应时间内做出反应
2.Meet with the customer service level, achieve individual key performance indicator and exceed the customer satisfaction达到客户服务标准， 达到个人的绩效考核指标并超越客户的满意
3.Maintain discipline and sense of urgency during working operations工作中严格按照操作流程和守则操作
4.Record the detail customer request, alarm incident and operator dispatch action accurately in the Mastermind system 详细记录客户的要求、警报事件，并在系统中正确输入
Primary duties and responsibilities: 主要的职责
1. Monitor and attend to emergency alarm signals and events based on the alarm priorities, standard operating procedures. Ie. fire, burglary, medical event etc 监控/关注紧急报警信号和事件（基于警报优先次序，标准操作流程）如：火警，入室行窃， 医疗状况等
2. Attend to incoming customer’s calls within 3 rings. 铃响三声内，接听客户来电
3. Trouble shoot customer request for technical assistance为客户提供技术支援
4. Provide excellent and the fastest the one stop customer service support to customers and field technicians . 为客户和现场服务人员提供快速和高质的一站式服务
5. Despatch and /or escalate the emergencies customer request and alarm incident to the appropriate parties for “think on the feet” response 将紧急的客户要求和报警事件的信息第一时间准确地传递到相关部门
6. Other ad-hoc duties as assigned by immediate superior.主管分配的其他任务
Experience/Qualifications Requirements:
1.High school diploma holder or above.中专/高中学历或以上
2.1 years customer service experience， in a call centre environment preferable 一年客服经验，有呼叫中心工作经历者优先考虑
3.Patient and helpful 耐心，乐于帮助
4.Good communication and interpersonal skill 良好的沟通和人际交往能力
5.Fluent in oral English preferred 能说流利的英语优先考虑
6.Possess good PC skills especially in Excel and Word掌握基本的计算机操作
7.Good team player and able to work in a fast-paced environment. 良好的团队合作，能够适应快节奏的工作
This position is responsible for handling emergencies alarm incidents, both inbound and outbound calls within 24/7 monitoring operations center.
负责每周7天/24小时在线轮班处理电话紧急警报事件。
Key Accountabilities: 关键责任
1.Attend to all emergencies alarm signals and dispatch within the expected response time base on the alarm priorities and standard operating procedures,关注紧急报警信号，并根据警报的优先处理次序和标准操作流程在规定的响应时间内做出反应
2.Meet with the customer service level, achieve individual key performance indicator and exceed the customer satisfaction达到客户服务标准， 达到个人的绩效考核指标并超越客户的满意
3.Maintain discipline and sense of urgency during working operations工作中严格按照操作流程和守则操作
4.Record the detail customer request, alarm incident and operator dispatch action accurately in the Mastermind system 详细记录客户的要求、警报事件，并在系统中正确输入
Primary duties and responsibilities: 主要的职责
1. Monitor and attend to emergency alarm signals and events based on the alarm priorities, standard operating procedures. Ie. fire, burglary, medical event etc 监控/关注紧急报警信号和事件（基于警报优先次序，标准操作流程）如：火警，入室行窃， 医疗状况等
2. Attend to incoming customer’s calls within 3 rings. 铃响三声内，接听客户来电
3. Trouble shoot customer request for technical assistance为客户提供技术支援
4. Provide excellent and the fastest the one stop customer service support to customers and field technicians . 为客户和现场服务人员提供快速和高质的一站式服务
5. Despatch and /or escalate the emergencies customer request and alarm incident to the appropriate parties for “think on the feet” response 将紧急的客户要求和报警事件的信息第一时间准确地传递到相关部门
6. Other ad-hoc duties as assigned by immediate superior.主管分配的其他任务
Experience/Qualifications Requirements:
1.High school diploma holder or above.中专/高中学历或以上
2.1 years customer service experience， in a call centre environment preferable 一年客服经验，有呼叫中心工作经历者优先考虑
3.Patient and helpful 耐心，乐于帮助
4.Good communication and interpersonal skill 良好的沟通和人际交往能力
5.Fluent in oral English preferred 能说流利的英语优先考虑
6.Possess good PC skills especially in Excel and Word掌握基本的计算机操作
7.Good team player and able to work in a fast-paced environment. 良好的团队合作，能够适应快节奏的工作
公司介绍
Tyco was founded in 1960 when Arthur J. Rosenburg, Ph.D., opened a research laboratory to do experimental work for the government. He incorporated the business as Tyco Laboratories in 1962, and changed its focus to high-tech materials science and energy conversion products for the commercial sector. In September 1964, the Company went public, and in 1965 it began to acquire other companies to fill gaps in its development and distribution network. As a result, Tyco's thrust changed to manufacturing industrial products.
Today, Tyco International is a leading provider of security products and services, fire protection and detection products and services, flow control products, as well as electrical and metal products, with annual revenues of more than $18 billion and presence in more than 60 countries. Each of Tyco's core businesses holds a leadership position in its specific market.
Tyco Safety Products, one of the core divisions under Tyco International. A multi-industry company with market-leading businesses in electronic security, fire, safety services and products, valves and controls, and other industrial products.
—We design, manufacture and sell fire detection and fire suppression products, breathing apparatus, intrusion security, access control, video management systems, electronic article surveillance & RFID.
—We help protect more than 1 million firefighters worldwide.
—We employ over 950 specialized Research and Development engineers in 14 Centers of Excellence around the world.
Tyco Safety Products (Shanghai) Co., Ltd. is the wholly owned foreign enterprise, which is invested by Tyco International in Shanghai, China. Major in manufacturing fire suppression products, breathing apparatus and access control video management systems, electronic article surveillance.
In 2007, the newest Center of Excellence was opened in Shanghai, which is located in the building of Tyco Safety Products (Shanghai) Co., Ltd., we appreciate each of you can be our suitable candidate in the following vacancies
Today, Tyco International is a leading provider of security products and services, fire protection and detection products and services, flow control products, as well as electrical and metal products, with annual revenues of more than $18 billion and presence in more than 60 countries. Each of Tyco's core businesses holds a leadership position in its specific market.
Tyco Safety Products, one of the core divisions under Tyco International. A multi-industry company with market-leading businesses in electronic security, fire, safety services and products, valves and controls, and other industrial products.
—We design, manufacture and sell fire detection and fire suppression products, breathing apparatus, intrusion security, access control, video management systems, electronic article surveillance & RFID.
—We help protect more than 1 million firefighters worldwide.
—We employ over 950 specialized Research and Development engineers in 14 Centers of Excellence around the world.
Tyco Safety Products (Shanghai) Co., Ltd. is the wholly owned foreign enterprise, which is invested by Tyco International in Shanghai, China. Major in manufacturing fire suppression products, breathing apparatus and access control video management systems, electronic article surveillance.
In 2007, the newest Center of Excellence was opened in Shanghai, which is located in the building of Tyco Safety Products (Shanghai) Co., Ltd., we appreciate each of you can be our suitable candidate in the following vacancies