高级客服代表/ 投诉专员(职位编号：01)
百塔企业管理咨询（上海）有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会) 汽车及零配件
职位信息
- 发布日期：2013-11-05
- 工作地点：上海-浦东新区
- 招聘人数：若干
- 工作经验：二年以上
- 学历要求：大专
- 语言要求：普通话精通
- 职位类别：投诉专员 咨询热线/呼叫中心服务人员
职位描述
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 出某高端汽车品牌售后 投诉处理专员职位 ,招聘人数 :若干
岗位职责：
负责全球高端汽车品牌售后呼叫中心投诉team的投诉处理工作；
能够独立处理投诉case, 紧急case, 以及升级的严重case;
需要积极和公司内部以及外部经销商进行沟通并引导解决问题
为客户提供解决问题必要的支持和方案，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：
口齿清楚，具有良好的表达和沟通能力；
有独立处理投诉case的能力和经验
2~3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；
英语能力一般；
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
Senior Customer Care Representatives (SCCR) are expected to not only handle urgent, high and internal escalation case also will help assist the Team Leader to on-site support as well as aged case management.
This position will not include, conducting disciplinary interviews, salary reviews, appraisal Interviews, setting objectives, step counseling. These areas will be the responsibility of the Team Leader.
Duties and Responsibilities counseling
? To handle urgent, high and internal escalation enquiry /leads management case in hotline
? Detailed analysis of each internal escalated case, including investigation and liaison with parties where appropriate.
? To assist with liaising with Parts/Engineering/DTS/FRED/AVC to bring about a mutually acceptable case closure.
? Coordinate ABM and RAM to provide solutions to abnormal cases
? To actively look for early warning triggers (events that we know, from experience, have lead to extended aged cases, such as known engineering issues etc.)
? To hold all external parties to account where a break-down in process has occurred.
? To offer strategic ideas and plan to improve our aged case performance.
? To assist Team Leaders in case handling and on-line support to CCR with upper level
Job Objective:
? Personal CSI result
? QA
Personal QA score (>=86)
Correspondence – in accordance with the latest QA guidelines – each exec will receive weekly QA feedback, the results of which will be recorded, and used during weekly coaching sessions.
SR's – all closed SR's to be reviewed daily, for each exec and used during weekly coaching sessions
? Case age of internal escalation
? Exceptions
You will manage, approve, document and monitor the exceptions in the department, with no more than one person away from the business on any one day (including STO/Appointments) except by special arrangement. Appointments are to be taken at the end or start of a shift, and supported by relevant documentation.
? Timekeeping
You will monitor punctuality and any occurrences of lateness will result in you completing a late form with the individual – repeat occurrences will lead to further action, as detailed in the attendance P & P.
? Escalations
You will deal with escalations from your team and if necessary conduct coaching sessions if appropriate, based on customer / dealer feedback.
? Client Relations
You will also be the shared (with the Team Leader) point of contact for Client escalations – you will be available to discuss and customer / dealer/ executive issue with the Client, attend any necessary and relevant feedback/ update sessions, respond to responsible requests for support with regards to customer issues and generally manage the expectations of the Client.
? Operational issues
You will be the point of contact for your team in respect of telephony/it/facilities and will take steps to address any reported concerns.
? Feedback to the Team Leader
You will provide a weekly activity and status report to the Team Leader, accurately detailing cases status, SLA's, exceptions, sensitive customer cases and any other pertinent and relevant issues and QA results.
You will have weekly reviews with the Team Leader during which we will assess the progress of each of the objectives, the current status with regards to SLA etc. and any current team issues.
We will also use this time to ensure that WFN, coaching sheets and attendance records is up to date and to feedback on any issues raised by the Client.
This review will take place at a consistent time slot during the week.
Education
? Preferably College education
Experience
? Previous experience within the Jaguar team is desirable
? Two year 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 center 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
? Must be able to demonstrate strong people skills, be organized and have the ability to work well under own initiative with strong self-motivation. Knowledge of ACES II warranty claim processing system
? 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 organizational skills
? Ability to seek advice or escalate issues when necessary
? Advanced concern resolution skills
Other
Languages – a combination of two of the following Mandarin, English, Cantonese
Availability of 9am to 6pm on a roster basis 7 days per week (to work a maximum of 40 hours per week).
Mathematical Skill
o Candidates should show an ability to read and comprehend simple instructions, short correspondence and memos. Also required is an ability to write customer correspondence with a professional feel. Successful applicants will display an ability to effectively present information in a one-to-one group or small environment.
o Candidates should show an ability to calculate figures and amounts such as discounts, interest, incentives, proportions and percentages.
Customer Service/Communications
o Candidates will display excellent customer service, a skill necessary to close all enquires in one call/internet resolution. Applicant must successfully handle multiple tasks at the same time. An enthusiastic customer service approach is required of all applicants. Candidates will possess strong communication and active listening skills, excellent grammar and articulation, with the ability to determine the benefits for customers from the client’s product range.
Reasoning Ability
o An ability to deal with problems and determine mutually beneficial solutions in standard practice will be shown by each successful candidate. Effectively uses platform knowledge-base tools to assist in decision-making.
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 出某高端汽车品牌售后 投诉处理专员职位 ,招聘人数 :若干
岗位职责：
负责全球高端汽车品牌售后呼叫中心投诉team的投诉处理工作；
能够独立处理投诉case, 紧急case, 以及升级的严重case;
需要积极和公司内部以及外部经销商进行沟通并引导解决问题
为客户提供解决问题必要的支持和方案，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：
口齿清楚，具有良好的表达和沟通能力；
有独立处理投诉case的能力和经验
2~3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；
英语能力一般；
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
Senior Customer Care Representatives (SCCR) are expected to not only handle urgent, high and internal escalation case also will help assist the Team Leader to on-site support as well as aged case management.
This position will not include, conducting disciplinary interviews, salary reviews, appraisal Interviews, setting objectives, step counseling. These areas will be the responsibility of the Team Leader.
Duties and Responsibilities counseling
? To handle urgent, high and internal escalation enquiry /leads management case in hotline
? Detailed analysis of each internal escalated case, including investigation and liaison with parties where appropriate.
? To assist with liaising with Parts/Engineering/DTS/FRED/AVC to bring about a mutually acceptable case closure.
? Coordinate ABM and RAM to provide solutions to abnormal cases
? To actively look for early warning triggers (events that we know, from experience, have lead to extended aged cases, such as known engineering issues etc.)
? To hold all external parties to account where a break-down in process has occurred.
? To offer strategic ideas and plan to improve our aged case performance.
? To assist Team Leaders in case handling and on-line support to CCR with upper level
Job Objective:
? Personal CSI result
? QA
Personal QA score (>=86)
Correspondence – in accordance with the latest QA guidelines – each exec will receive weekly QA feedback, the results of which will be recorded, and used during weekly coaching sessions.
SR's – all closed SR's to be reviewed daily, for each exec and used during weekly coaching sessions
? Case age of internal escalation
? Exceptions
You will manage, approve, document and monitor the exceptions in the department, with no more than one person away from the business on any one day (including STO/Appointments) except by special arrangement. Appointments are to be taken at the end or start of a shift, and supported by relevant documentation.
? Timekeeping
You will monitor punctuality and any occurrences of lateness will result in you completing a late form with the individual – repeat occurrences will lead to further action, as detailed in the attendance P & P.
? Escalations
You will deal with escalations from your team and if necessary conduct coaching sessions if appropriate, based on customer / dealer feedback.
? Client Relations
You will also be the shared (with the Team Leader) point of contact for Client escalations – you will be available to discuss and customer / dealer/ executive issue with the Client, attend any necessary and relevant feedback/ update sessions, respond to responsible requests for support with regards to customer issues and generally manage the expectations of the Client.
? Operational issues
You will be the point of contact for your team in respect of telephony/it/facilities and will take steps to address any reported concerns.
? Feedback to the Team Leader
You will provide a weekly activity and status report to the Team Leader, accurately detailing cases status, SLA's, exceptions, sensitive customer cases and any other pertinent and relevant issues and QA results.
You will have weekly reviews with the Team Leader during which we will assess the progress of each of the objectives, the current status with regards to SLA etc. and any current team issues.
We will also use this time to ensure that WFN, coaching sheets and attendance records is up to date and to feedback on any issues raised by the Client.
This review will take place at a consistent time slot during the week.
Education
? Preferably College education
Experience
? Previous experience within the Jaguar team is desirable
? Two year 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 center 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
? Must be able to demonstrate strong people skills, be organized and have the ability to work well under own initiative with strong self-motivation. Knowledge of ACES II warranty claim processing system
? 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 organizational skills
? Ability to seek advice or escalate issues when necessary
? Advanced concern resolution skills
Other
Languages – a combination of two of the following Mandarin, English, Cantonese
Availability of 9am to 6pm on a roster basis 7 days per week (to work a maximum of 40 hours per week).
Mathematical Skill
o Candidates should show an ability to read and comprehend simple instructions, short correspondence and memos. Also required is an ability to write customer correspondence with a professional feel. Successful applicants will display an ability to effectively present information in a one-to-one group or small environment.
o Candidates should show an ability to calculate figures and amounts such as discounts, interest, incentives, proportions and percentages.
Customer Service/Communications
o Candidates will display excellent customer service, a skill necessary to close all enquires in one call/internet resolution. Applicant must successfully handle multiple tasks at the same time. An enthusiastic customer service approach is required of all applicants. Candidates will possess strong communication and active listening skills, excellent grammar and articulation, with the ability to determine the benefits for customers from the client’s product range.
Reasoning Ability
o An ability to deal with problems and determine mutually beneficial solutions in standard practice will be shown by each successful candidate. Effectively uses platform knowledge-base tools to assist in decision-making.
公司介绍
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
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
联系方式
- 公司地址：上班地址：世纪大道211号29楼