Team Leader/客服主管(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：2013-05-13
- 工作地点：上海-浦东新区
- 招聘人数：1
- 工作经验：二年以上
- 学历要求：大专
- 语言要求：普通话精通
英语良好 - 职位类别：客服主管(非技术) 客服经理(非技术)
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call center 售前/售后咨询部门的管理工作，负责处理升级case ；
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；
管理团队,达到KPI指标,同时负责团队的客户满意度调查结果以及团队提升,等等
拥有至少2年相关行业团队管理经验;
无需电话销售
英语良好
详见如下
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
Reporting to the Operations Manager, assisting with the supervision of Jaguar Land Rover CRC enquiry teams and with day-to-day management responsibility for dealer communication, dealer relationships and customer care. Must provide quality customer care and strive for excellent customer service and resolution of customers' enquiry upon first contact to ensure customers are experiencing professional and excellent customer service at all times. Responsible for the planning and execution of tactical business objectives to achieve agreed outcomes, as determined by client Service Level Agreements (SLAs).
Duties and Responsibilities
? Response for the enquiry team Day-to-Day operations and aged cases handling.
? Handle escalated customer contacts including inbound enquiry calls, outbound calls, correspondence and internet enquiries, identifying customer concerns and implementing an appropriate solution, during first contact when possible.
? Work close with complaint team for case escalation and handling. Achieve key performance indicators of the role, both quality and quantity.
? Use voice, language and communication skills to communicate effectively and professionally.
? Use technology provided, to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts.
? Develop and maintain product knowledge, business process and system expertise to meet on-going customer, client and dealer network needs.
? Provide support and escalation route for Customer Service Representatives & Deputy Team Leader when dealing with complex cases and customer complaints.
? Communicate any operational problems immediately to Operations Manager.
? Monitor and manage absence; holidays, sickness, training etc
? Administer Percepta’s policies and procedures consistent with sound judgment and fairness in conjunction with the Operations Manager.
? Promote positive relations with client and other Percepta personnel, without releasing confidential information through improper means.
? Regularly liaises with client and presents information and reports as required.
? Works with Operations Manager and Deputy Team Leader to control and monitor daily workflow to ensure objectives are achieved.
? Monitor quality of service provided, coach Deputy Team Leader and Customer Service Representatives to improve customer service skills.
? Works closely with Operations Manager / Dealers and CRC staff to ensure customer concerns are resolved and ensure customer care policy is communicated within the region.
? Assists with call monitoring / quality assurance of team members to ensure standards and case management are achieving objectives and to standards.
? Highlights staff concerns / issues / performance problems within team or CRC
? Ensure all team members know, understand, adhere to and enforce Percepta / Jaguar and Land Rover policies and procedures.
? Manages team human resources.
? Work on special projects as instructed by Operations Manager.
? Follow all Health and Safety rules and regulations.
? Capture opportunities for systematic improvements and communicate.
Education
? College or degree qualification required.
? Supervisory qualification required or equivalent experience.
Experience
? Experience in the automotive industry advantageous.
? 2 years customer service experience.
? 2 year experience in a similar leadership role.
Skills
? Professional oral, written and interpersonal communication skills.
? Organisational counselling, mentoring, coaching.
? Computer literacy (word processing, spreadsheets).
? Experience with change management and process improvement.
? Strong analytical skills
? Influential leadership skills.
? Ability to learn and develop knowledge in call center IT solutions.
Languages
? Mandarin – Fluent
? English – Fluent
? Cantonese and/or Shanghainese desireable.
Other
? Must be able to maintain the strictest confidentiality.
? Must be able to work with all levels of management and interact professionally effectively with all employees, able to interact with clients and customer and represent Percepta/Jaguar and Land Rover professionally with all external organizations.
? Ability to relate to and deliver Percepta’s mission and values
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call center 售前/售后咨询部门的管理工作，负责处理升级case ；
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；
管理团队,达到KPI指标,同时负责团队的客户满意度调查结果以及团队提升,等等
拥有至少2年相关行业团队管理经验;
无需电话销售
英语良好
详见如下
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
Reporting to the Operations Manager, assisting with the supervision of Jaguar Land Rover CRC enquiry teams and with day-to-day management responsibility for dealer communication, dealer relationships and customer care. Must provide quality customer care and strive for excellent customer service and resolution of customers' enquiry upon first contact to ensure customers are experiencing professional and excellent customer service at all times. Responsible for the planning and execution of tactical business objectives to achieve agreed outcomes, as determined by client Service Level Agreements (SLAs).
Duties and Responsibilities
? Response for the enquiry team Day-to-Day operations and aged cases handling.
? Handle escalated customer contacts including inbound enquiry calls, outbound calls, correspondence and internet enquiries, identifying customer concerns and implementing an appropriate solution, during first contact when possible.
? Work close with complaint team for case escalation and handling. Achieve key performance indicators of the role, both quality and quantity.
? Use voice, language and communication skills to communicate effectively and professionally.
? Use technology provided, to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts.
? Develop and maintain product knowledge, business process and system expertise to meet on-going customer, client and dealer network needs.
? Provide support and escalation route for Customer Service Representatives & Deputy Team Leader when dealing with complex cases and customer complaints.
? Communicate any operational problems immediately to Operations Manager.
? Monitor and manage absence; holidays, sickness, training etc
? Administer Percepta’s policies and procedures consistent with sound judgment and fairness in conjunction with the Operations Manager.
? Promote positive relations with client and other Percepta personnel, without releasing confidential information through improper means.
? Regularly liaises with client and presents information and reports as required.
? Works with Operations Manager and Deputy Team Leader to control and monitor daily workflow to ensure objectives are achieved.
? Monitor quality of service provided, coach Deputy Team Leader and Customer Service Representatives to improve customer service skills.
? Works closely with Operations Manager / Dealers and CRC staff to ensure customer concerns are resolved and ensure customer care policy is communicated within the region.
? Assists with call monitoring / quality assurance of team members to ensure standards and case management are achieving objectives and to standards.
? Highlights staff concerns / issues / performance problems within team or CRC
? Ensure all team members know, understand, adhere to and enforce Percepta / Jaguar and Land Rover policies and procedures.
? Manages team human resources.
? Work on special projects as instructed by Operations Manager.
? Follow all Health and Safety rules and regulations.
? Capture opportunities for systematic improvements and communicate.
Education
? College or degree qualification required.
? Supervisory qualification required or equivalent experience.
Experience
? Experience in the automotive industry advantageous.
? 2 years customer service experience.
? 2 year experience in a similar leadership role.
Skills
? Professional oral, written and interpersonal communication skills.
? Organisational counselling, mentoring, coaching.
? Computer literacy (word processing, spreadsheets).
? Experience with change management and process improvement.
? Strong analytical skills
? Influential leadership skills.
? Ability to learn and develop knowledge in call center IT solutions.
Languages
? Mandarin – Fluent
? English – Fluent
? Cantonese and/or Shanghainese desireable.
Other
? Must be able to maintain the strictest confidentiality.
? Must be able to work with all levels of management and interact professionally effectively with all employees, able to interact with clients and customer and represent Percepta/Jaguar and Land Rover professionally with all external organizations.
? Ability to relate to and deliver Percepta’s mission and values
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