上海招聘

The RM Group Import Fulfilment Programme has identified opportunities to grow parcel import volumes to the UK and Europe by moving higher up the value chain and establishing customer relationships in foreign markets. This is part of the Group Parcels Strategy.

英国皇家邮政集团进口专递项目认识到，通过向价值链上端移动、在国外市场建立客户关系，可以增加国外到英国和欧洲的进口包裹数量。这是集团包裹战略的一部分。

The RMG China proposition is to launch a B2B China to Europe deferred service for parcels being sent from China, partnering with a major express service provider in China, and aimed primarily at SMEs, to compete against integrators.

英国皇家邮政集团计划在中国与国内一家著名快递服务公司合作与综合运营商竞争，推出中国到欧洲B2B延时包裹快递产品，主要针对中小企业。企运商务咨询是英国皇家邮政集团公司在中国成立的全资子公司，目的是为母公司在华的业务发展提供支持服务。

The Back office executive is responsible for delivering Customer Experience, support and be a point of escalation real time. Reporting to the Call Centre Manager, the role will focus on managing the customer service support and escalations. Working closely with our partners and using external systems to provide a quality customer experience as well as supporting all sales activities. The Executive will need to be flexible, embrace change and challenge ways of working that will support continuous improvement. The applicant will have a strong focus on customer service with the following key accountabilities:

后台代表负责提供客户体验，支持和实时升级服务。向客户服务经理汇报，后台代表主要管理客户服务支持与升级。密切配合合作伙伴，通过外部系统提供高质量的客户体验并支持一切销售活动。代表需要灵活处事，通过改变与质疑工作方式实现不断完善。申请人主要负责客户服务，同时还要承担以下主要职责：

· To respond to and support customer enquiries that have been escalated through the first line of support

· 回应并帮助解答从第一线升级上来的客户问询

· To use various internal and external systems to answer enquiries and resolve customer issues

· 用不同的内部和外部系统回答问询并解决客户的问题

· To liaise with third party organisations to support the processes and end to end parcel tracking and escalations

· 联络第三方组织支持端对端包裹跟踪查询升级

· To ensure cases are handled within our service agreements

· 确保在服务协议范围内妥善处理案件

· To be an ambassador of RMG China whilst on any partner site

· 在合作伙伴公司，担任英皇邮在中国的专门代表

· Attend daily Site huddle giving and receiving feedback on previous day performance and highlight issues moving forward and working with partners to put these right

· 参加每日现场工作，就前一天的表现给予和听取反馈，强调需要改进的问题，配合合作伙伴进行纠正

· To support, coach and develop our partners frontline staff and ensure we are providing world class service to our customers

· 支持、指导与发展合作伙伴的一线员工，确保向客户提供世界一流的服务

· To act as buddies and on the job mentors for new recruits

· 与同事亲如手足，耐心指导新员工的工作

· Produce reports on to be used for monthly forecasts, billing, relationship management and in coaching

· 提交用于月度预测、营业额、关系处理与培训的报告

· Challenge all issues / quality errors in process or systems reporting back to the call centre managers

· 质疑流程或系统中的所有问题/质量错误，向呼叫中心经理汇报结果

The RM Group Import Fulfilment Programme has identified opportunities to grow parcel import volumes to the UK and Europe by moving higher up the value chain and establishing customer relationships in foreign markets. This is part of the Group Parcels Strategy.
The RMG China proposition is to launch a B2B China to Europe deferred service for parcels being sent from China, partnering with a major express service provider in China, and aimed primarily at SMEs, to compete against integrators.
The Back office executive is responsible for delivering Customer Experience, support and be a point of escalation real time. Reporting to the Call Centre Manager, the role will focus on managing the customer service support and escalations. Working closely with our partners and using external systems to provide a quality customer experience as well as supporting all sales activities. The Executive will need to be flexible, embrace change and challenge ways of working that will support continuous improvement. The applicant will have a strong focus on customer service with the following key accountabilities:
· To respond to and support customer enquiries that have been escalated through the first line of support
· To use various internal and external systems to answer enquiries and resolve customer issues
· To liaise with third party organisations to support the processes and end to end parcel tracking and escalations
· To ensure cases are handled within our service agreements
· To be an ambassador of RMG China whilst on any partner site
· Attend daily Site huddle giving and receiving feedback on previous day performance and highlight issues moving forward and working with partners to put these right
· To support, coach and develop our partners frontline staff and ensure we are providing world class service to our customers
· To act as buddies and on the job mentors for new recruits
· Produce reports on to be used for monthly forecasts, billing, relationship management and in coaching
· Challenge all issues / quality errors in process or systems reporting back to the call centre managers

EBP Consultancy (Beijing) Co., Ltd. 企运商务咨询（北京）有限公司
A Royal Mail Group Company 英国皇家邮政集团子公司
Royal Mail Holdings (the Group) is a public limited company wholly owned by the UK Government, but operating as an independent commercial entity with its own Board and balance sheet.
China is the largest in-bound market for Europe. Currently, Royal Mail Group (RMG) has set up a contractual partnership with a local Chinese express company. The China partner will provide the express services for Royal Mail in China on a contractual “outsourced” basis. Royal Mail Group in Europe will provide infrastructure support such as IT and Technology. The China business is purely B2B and will primarily focus on the order replenishment and sample traffic for the following key sectors:
Textiles
Machinery parts
High technology
EBP Consultancy (Beijing) Co., Ltd., a RMG Wholly Foreign Owned Entity in China, was established in 2012 in Beijing to assist RMG in mainly performing the following activities within China: providing expert knowledge of International Express to the China partner; supporting the China partner in sales and marketing; and operational processing of international items. Additionally EBP will support RMG in the day to day management of the relationship with the China partner, including assessment of future business development opportunities within China. EBP will also be responsible for supporting RMG in managing the day to day performance of the AFF.