上海招聘

公司为专业致力于给汽车行业提供优质服务的美资企业,在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)拥有分公司,全球上千人,
全球范围服务品牌包括: 捷豹路虎,马自达,福特,林肯,标致等
2011年刚刚进入中国市场,发展前景广阔.
现open 出高端汽车品牌捷豹路虎售前相关职位 ,招聘人数 :若干

岗位职责：
负责全球高端汽车品牌捷豹路虎的售前呼出电话服务；
提供电话咨询，引导客户了解捷豹路虎相关产品及服务， 为客户提供产品信息和汽车评估事宜；
并积极跟踪经销商进行后续的服务流程
同时为客户提供相关问题解决的必要支持，在客户和经销商之间做好必要的协商和沟通；
非电销；

岗位要求：
声音甜美，口齿清楚，具有良好的表达和沟通能力；
半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；
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
An Outbound CCR - Customer Care Representative is primarily responsible for undertaking marketing programs on behalf of the Client to assist in their development of strategic business plans. Marketing campaigns include Owner Dialogue Welcome and Anniversary calls, Hot Leads and Test Drive Direct Responses.
The fundamental element that distinguishes this role is to promote and enhance positive customer relationships through first connection with customer by using a pleasant, courteous and professional manner within Jaguar Land Rover guidelines. The Customer Care Representative – Outbound is an advocate of the brand, effectively providing a service to the customer and dealer networks.
Duties and Responsibilities
Lead verification including verifying data accuracy, campaign base and pre-orders and cleansing of data.
Manage event invitation and attendance verifications, including cold leads and digital leads.
Make lead follow-up calls to check test drive lead results.
Lead generation including brochure, test drive requests and quotes.
Track DM arrivals and make random outbound calls to check DM arrival status.
Make random checks including Dealer campaign status checks, direct mail sampling arrivals and other checks as necessary.
Make anniversary calls.
Send dealer information to customer upon request.
Contact customers about test drive reminders.
Enter changes to contact details in the database and detail the requirements for follow up calls when necessary
Use common call centre telephone and computer technology.
Communicate effectively and work in a customer contact centre environment.
Attend training courses and manage professional development.
Follow occupational health & safety policy and procedures.
Manage customer relationships and liaise effectively with stakeholders.
Follow the client’s privacy and confidentiality guidelines when communicating with customers.
General administrative duties including report preparation.
Assist in special projects and participate in any other duties as requested.
Adheres to the Percepta global values.
Adopt a basic professional approach to the contact with customers 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.

Education
Diploma education or above is preferred.

Experience
Has had at least 1 year of work experience in outbound sales/customer service in a call centre environment.
Experience of using and maintaining a CRM-based system
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
Skills
Proven successful customer service experience.
Proven aptitude for successful sales experience.
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 build rapport and promote a positive image to customers.
Ability to relate to and deliver Percepta mission and values.
Advanced organisational skills.
Ability to seek advice or escalate issues when necessary.
Advanced keyboard skills with the ability to listen, talk and type simultaneously.
Ability to communicate information to customers in a confident and knowledgeable manner;
Some familiarity and understanding of databases i.e. adding information, updating information is desirable.
Understanding of or previous experience in the automotive industry advantageous
Pre-requisites
Available to work 8:00am to 9:00pm CST.
Flexible to varying work hours.
Adheres to KPI’s of accuracy and lead conversion

Direct Reports
Of Direct Reports (include title): Of Indirect Reports (include title):
Nil Nil

Physical and Logistical Requirements (Including equipment used)
Typical contact centre technology such as headset and computer-based operation

Occupational Health, Safety and Environment
Ensure an Incident/Injury/Near miss report is completed as soon as practicable and communicate any corrective action to the relevant people.

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