上海招聘

岗位职责：
负责全球高端汽车品牌售后呼叫中心的客服工作，接听呼入和呼出电话；
提供电话咨询，为客户厅提供产品信息和汽车评估事宜；
为客户提供解决问题必要的支持，在客户和经销商之间做好必要的协商和沟通；
无需电话销售；

岗位要求：
声音甜美，口齿清楚，具有良好的表达和沟通能力；
一年以上的呼叫中心的客服经验，汽车行业客服经验者优先；
积极乐观，具有良好的客户服务意识；
亲和力和较强的应变能力；
英语口语流利，具有呼叫中心英语客户服务经验优先；
具备良好的office软件操作能力；


福利待遇:
福利待遇行业优越，公司注重员工的发展及培训需求．
期待您的加入！


Position Summary
Customer Care Representative are expected to provide high quality customer care and to strive for excellent customer service and resolution of customers’ enquiry upon first contact to ensure customers experience high satisfaction with Jaguar Land Rover through their contact with the CRC.
The fundamental element that distinguishes this role is the management of cases for customers through to resolution by employing a variety of techniques including communication, judgement, and a high customer service ethos within the Jaguar Land Rover guidelines. The Customer Service Representative is an advocate of the brand, effectively providing a service to the customer and dealer networks.

Duties and Responsibilities
? Adopt a highly professional approach to the resolution of customer issues in all instances and via different media.
? Promote and enhance positive customer relationships by using a pleasant, courteous and professional manner incorporating core marque values and brand integrity at all times.
? Ensure that all customer contacts are dealt with in line with Company and departmental policies and processes.
? Seek to improve own and colleagues’ customer relationships to ensure that customer service levels are acknowledged to be ‘world class’ both within and outside the Company.
? Use innovative approaches to customer concern resolution ensuring new ideas with resultant successful resolution of issues are communicated within the team and department.
? Ensure accurate information is input to the CRC systems and that updates to the CRM database are initiated as appropriate.
? Where appropriate or required, meet with customers who visit the factory to discuss their issues and, with dealer, develop mutually acceptable resolution strategies.
? Ensure accurate data is included for Departmental statistics and workload analysis.
? Develop an excellent working relationship with the Dealer network.
? Required to undertake Care Hire authorisation and administration ensuring departmental process and policy is adhered to and excellent dealer relationships are maintained.
? Authorise good will up to specific free servicing.
? Liaise with customers and dealers on inbound and outbound contact including Welcome to the Brand calls and any other marketing initiatives.

Education
? Preferably College education

Experience
? Two years experience in customer care, experience within a CRC environment advantageous.
? Excellent customer handling skills with a thorough understanding of ‘world class’ customer service and a desire to exceed customer expectations whilst marrying this with the objectives of the Business.
? An ability to work on own initiative and prioritise workload without supervision.
? Good communication and writing skills.
? Good problem solving skills.
? Good computer skills – familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft applications such as Office, Word, Excel. Web navigation and use of internet search engines. Ability to use PowerPoint is useful. Ability to learn new applications.
? Some familiarity and understanding of databases i.e. adding information, updating information is desirable.
? Satisfactory product knowledge and basic technical knowledge preferable but not essential.
? Quality Management and Continuous Improvement knowledge and mindset preferable.
? A clear understanding of the differences between a call centre and customer service mindset.
? Driving License beneficial to understand the nature of car’s in life.
? Understanding of or previous experience in the automotive industry advantageous.

Skills
? Proficient user of MS Desktop applications and MS operating systems
? Office suite (Word, Excel, Access, PowerPoint, Outlook)
? MS Operating Systems (Windows 95 – 2000)
? Keyboard skills – average speed of 20 wpm, combined with 90% accuracy
? Ability to learn shortcut keys to navigate front-end screens/platforms
? Navigation of Web-sites and URL’s through browsers MS Internet Explorer and/or Netscape, use of internet search engines
? Understanding of Internet jargon/terminology, web security & awareness of current web development
? Proven successful customer service experience
? A strong desire to resolve customer concerns
? Excellent verbal and written communication skills
? An appreciation and understanding of the role the company plays in the marketplace
? Maintain a positive, professional and pro-active attitude towards customer enquiries
? Provide clear, professional and accurate written responses to customers when requested, using standard letters where appropriate and email
? Deliver quality performance
? Ability to relate to and deliver Percepta mission and values
? Advanced organisational skills
? Ability to seek advice or escalate issues when necessary
? Advanced concern resolution skills

Percepta成立于2000年。总部位于美国，是一个由全球著名客户呼叫服务公司Teletech和福特汽车公司投资的全球性呼叫中心合资企业。专业致力于汽车行业公共关系服务的美资跨国集团，在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

Percepta拥有1700名员工，遍布全球十二个国家，如美国，英国，澳大利亚，德国，南非，中国,泰国等。

汽车行业 (福特,大众,捷豹,路虎,林肯,标致等等)
生产
医药
金融服务行业

Percepta China（百塔中国）期待您的加入！

www.percepta.com