客户服务部经理 / Customer Service Manager
全球订房网hrs.cn
- 公司规模：50-150人
- 公司行业：互联网/电子商务 酒店/旅游
职位信息
- 发布日期：2013-06-20
- 工作地点：上海-黄浦区
- 招聘人数：若干
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：英语精通
日语 - 职位类别：客服经理(非技术) 客服主管(非技术)
职位描述
Position Title: Customer Service Manager
Department: Customer Service Dept
Business Unit: HRS Shanghai
Location: Huang Pu District, Sahnghai
Reports to (title): Head of CS / Managing Director
PURPOSE OF POSITION:
Maintaining the smooth daily operation and ensuring the service quality and performance to reach the company’s predetermined goals
KEY ACCOUNTABILITIES / DESCRIPTION
1. Maintain the smooth daily operations
-- Set up the standard working flow(SOP) and ensure the 100% implementation align with the SOP standard
-- Continuous improvement on the existing working flow via day-to-day coaching
-- Keep the on-site operations efficiency
-- Ensure the enough manpower within one shift according the business forecast and historical data
2. Training and development
-- Proper orientation and on-job training given to new and current employees jointly with HR department to ensure the consistent service standard maintained
3. Quality control
-- Internal service quality control and coaching via the daily supervision & proper advise given where necessary
-- Complaints handling
4. People management
-- Individual KPI designing
-- Lead the service team to complete the task given and align with company overall service standard
-- Motivate the service team to better understanding and accomplish the task assigned via skill competition/review
Qualifications, (eg. Tertiary, trade)
Bachelor’s degree and above
Business/Technical Skills, (eg. computing, negotiating, leadership, project management) :
-- Good management and leadership skills and service oriented
-- Good analytical and networked thinking skills, self-confident and persuasive
-- Flexible, diligent and cope well with high pressure
-- English proficient in writing and speaking
Experience ( Technical and Behavioural):
Essential:
-- Experience in hotel- or travel industry with knowledge in business of the company of advantage
-- With commercial background, whether sales, or marketing
-- Knowledgeable in PC applications, with proficiency in using Call-Centre-Technologies or other related specified software
Department: Customer Service Dept
Business Unit: HRS Shanghai
Location: Huang Pu District, Sahnghai
Reports to (title): Head of CS / Managing Director
PURPOSE OF POSITION:
Maintaining the smooth daily operation and ensuring the service quality and performance to reach the company’s predetermined goals
KEY ACCOUNTABILITIES / DESCRIPTION
1. Maintain the smooth daily operations
-- Set up the standard working flow(SOP) and ensure the 100% implementation align with the SOP standard
-- Continuous improvement on the existing working flow via day-to-day coaching
-- Keep the on-site operations efficiency
-- Ensure the enough manpower within one shift according the business forecast and historical data
2. Training and development
-- Proper orientation and on-job training given to new and current employees jointly with HR department to ensure the consistent service standard maintained
3. Quality control
-- Internal service quality control and coaching via the daily supervision & proper advise given where necessary
-- Complaints handling
4. People management
-- Individual KPI designing
-- Lead the service team to complete the task given and align with company overall service standard
-- Motivate the service team to better understanding and accomplish the task assigned via skill competition/review
Qualifications, (eg. Tertiary, trade)
Bachelor’s degree and above
Business/Technical Skills, (eg. computing, negotiating, leadership, project management) :
-- Good management and leadership skills and service oriented
-- Good analytical and networked thinking skills, self-confident and persuasive
-- Flexible, diligent and cope well with high pressure
-- English proficient in writing and speaking
Experience ( Technical and Behavioural):
Essential:
-- Experience in hotel- or travel industry with knowledge in business of the company of advantage
-- With commercial background, whether sales, or marketing
-- Knowledgeable in PC applications, with proficiency in using Call-Centre-Technologies or other related specified software
公司介绍
HRS全球订房网助你实现个人与职业的梦想！
ＨＲＳ全球订房网创建于德国科隆，始于１９７２年，拥有近４０年的酒店预订经验。ＨＲＳ在其４０年发展历史中，不断创新突破的文化使其成为同行业中的佼佼者并保持着数个骄人的记录。享有全球最大的超过２５万家酒店资源，全球第一家推出在线酒店预订服务，全球第一家推出酒店手机预订服务，全球最佳酒店预订在线解决方案专家，ＨＲＳ当之无愧地被评为德国百年世纪品牌并赢得全球两万五千家商旅用户及近２亿个人用户的尊重和信任。
ＨＲＳ旗下分公司遍布欧洲及亚洲各主要城市，并于２００９年成功收购奥地利最大的滑雪网站，从而使公司的产品业务更加多元化。亚太区总部位于中国上海，建于２０００年，负责整个亚太市场的开拓及发展。
如果你喜欢旅游，如果你想领略世界各地文化，如果你想成为在线服务的专家，如果你充满激情，如果你愿意为实现梦想努力，如果你想加入我们的梦之队并成为精英中的一员，如果你想享受工作的乐趣，那么你就是我们期待的新同事！
公司网址：www.hrs.cn & www.hrs.com
ＨＲＳ全球订房网创建于德国科隆，始于１９７２年，拥有近４０年的酒店预订经验。ＨＲＳ在其４０年发展历史中，不断创新突破的文化使其成为同行业中的佼佼者并保持着数个骄人的记录。享有全球最大的超过２５万家酒店资源，全球第一家推出在线酒店预订服务，全球第一家推出酒店手机预订服务，全球最佳酒店预订在线解决方案专家，ＨＲＳ当之无愧地被评为德国百年世纪品牌并赢得全球两万五千家商旅用户及近２亿个人用户的尊重和信任。
ＨＲＳ旗下分公司遍布欧洲及亚洲各主要城市，并于２００９年成功收购奥地利最大的滑雪网站，从而使公司的产品业务更加多元化。亚太区总部位于中国上海，建于２０００年，负责整个亚太市场的开拓及发展。
如果你喜欢旅游，如果你想领略世界各地文化，如果你想成为在线服务的专家，如果你充满激情，如果你愿意为实现梦想努力，如果你想加入我们的梦之队并成为精英中的一员，如果你想享受工作的乐趣，那么你就是我们期待的新同事！
公司网址：www.hrs.cn & www.hrs.com
联系方式
- 公司网站：http://www.hrs.cn
- Email：jobs@hrs.cn
- 公司地址：九江路288号宏伊广场27楼
- 邮政编码：200001