上海招聘

GENERAL SUMMARY:

Working for the US/UK premier brands, the Customer Service Lead is ultimately responsible for managing all aspects of CS support for the client’s eBusiness throughout China. The CS Lead is accountable for customer service excellence to clients from a wide range of industries.

ESSENTIAL DUTIES & RESPONSIBILITIES:

? Lead governance and expansion of CS team

? Understanding of key components of eCommerce consumer journey, including purchasing flow, return, refund, exchange, complaints, etc.

? Establish, train, and manage client-specific CS teams

? Develop processes and KPIs for effective management and continuous optimization

? Develop fundamental, cross-industry training and conversational materials, as well as best practices and guidelines

? Drive and motivate client-specific CS teams to thoroughly understand clients’ brand values and product features

? Ensure high levels of CS excellence throughout the team

? Communicate with clients on performance when necessary

? Stay up-to-date with changing consumer expectations and competitors’ offerings

REQUIRED QUALIFICATIONS:

1) Competencies: Skills, knowledge, & abilities

? Familiar with China specific customer service requirements and communication channels, such as live chat, phone, email, etc.

? Strive for CS excellence

? Good business sense and detail-oriented

? A positive team player, willing to get hands-on and take up additional responsibilities to drive results when necessary

? Excellent interpersonal skills with strong adaptability in a dynamic environment

? Strong leadership and people management skills with the ability to motivate team members

? Fluent English and Mandarin Chinese communication skills

? Bachelor degree or above

2) Experience:

a) Total 2+ years working experience in leading a CS team and/or at call center specifically for eCommerce

b) Experience in managing more than one team / for multiple clients concurrently a plus

c) Experience in working for brands / clients from a wide range of industries a plus

博朗软件开发（上海）有限公司成立于2001年，是美国独资、领先的离岸软件开发公司，为美国和欧洲的金融、电子商务、新兴产业内知名公司和其他独立软件供应商提供高附加值的软件开发服务。
通过为客户提供基于长期合作关系的软件开发和维护服务，并拥有先进的技术和符合CMMi-level 5和ISO27001规范的管理流程，博朗软件为员工提供了非常稳定的软件开发环境。
博朗软件注重员工的个人发展，为员工持续提供所需的各种培训课程，也建立了贯穿员工职业生涯的导师制度和提升机制，并且为员工的内部岗位轮换提供了机会。快速发展的博朗软件同时也给诸多优秀员工提供了快速职业发展机会，使之成长为技术骨干及管理者。
除了系统专业的技术培训、研讨外，公司致力于不断提升员工的英语应用水平，提供100%英语工作环境，由专职英语外籍教师根据员工不同的英语水平设计相应的培训课程，并提供实时地技术英语支持。
由于客户多在欧美国家，员工会有大量派遣到海外培训与工作的机会，公司同时也会邀请海外客户到公司进行现场培训和指导。
工作之余，员工能够参与公司定期举办缤纷多彩的社交活动和充满乐趣的体育文化项目，丰富自己的业余生活。

随着公司业务持续迅速增长，我们需要更多的同伴来帮助我们一起达成梦想。博朗软件真诚地欢迎您的加入！

博朗软件目前有大量工作机会等待您的查询和应征。您只需要投递简历，我们将会尽快与您取得联系。
有关博朗软件的更多信息请访问博朗软件的官方主页：www.bleum.com

更多及时信息您也可以访问新浪认证微博：博朗软件。

邮件联系：recruiters@bleum.com