上海 [切换城市] 上海招聘

Group Leader, Customer Solutions

美银宝网络信息服务（上海）有限公司

  • 公司规模：10000人以上
  • 公司性质：外资（欧美）
  • 公司行业：互联网/电子商务

职位信息

  • 发布日期：2016-10-07
  • 工作地点：上海-浦东新区
  • 招聘人数：1人
  • 学历要求：本科
  • 语言要求：英语 精通
  • 职位月薪：400000-600000/年
  • 职位类别：客服经理  

职位描述

职位描述：
I. JOB TITLE: Group Leader, Customer Solutions

II. POSITION OVERVIEW
The Customer Solutions Group Leader will be responsible for leading a team of Agents, Senior Agents and Team Leaders dedicated to providing the highest level of customer service. You will also be responsible for leading day-to-day functions within the function; This includes motivating, building, coaching and developing a team of Team Leaders into a highly responsive team that meets the required published performance standards, as well as participation in hiring, ensuring supplemental QA and training programs are conducted for the team as needed and administering disciplinary actions in accordance with HR Policies. The Customer Solutions Manager will manage all service related KPI. Additionally this position is responsible for collaborating with cross functional Leaders on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to senior leaders. Also, this position requires the development of relationships with other managers and business units throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.

III. KEY DUTIES
  1. Be the strategic leader and expert of Customer Service Operation. Proactively collaborate with Senior Management on ideas for improvement and implementing strategic plans and adjusting processes.
  2. Manage the function to build, coach, and direct a team of Team Leaders and agents into a highly responsive team that meets the required published performance standards.
  3. Lead completely. Ensure that each direct report Team Leader is coaching, developing and communicating with their teams routinely and effectively by ensuring that Team Leaders are reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels.
  4. Ensure the necessary resources and tools are available for quality customer service delivery.
  5. Review customer complaints/track customer complaint resolution.
  6. Handle complex and escalated customer service issues.
  7. Resolve issues with employees, handle customer difficulties, deal with technical issues, and manage a results driven environment.
  8. Establish global relationships with other managers and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes.
  9. Work with peer managers to leverage best practices, understand new trends and contribute to the implementation of workflow process improvements. Deliver against Departmental goals as agreed.
  10. Prepare monthly and quarterly business summaries on each market and review business trends with the BU and operations leaders.
  11. Participate in special projects as needed and perform other duties as assigned.

IV. JOB REQUIREMENTS
  • Experience in a fast moving, commercially aggressive operations environment.
  • Excellent organizational, communication, and interpersonal skills.
  • Ability to direct and motivate others.
  • Ability to lead through vision and values.
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
  • Well-developed sense of urgency and follow through.
  • Ability to handle multiple projects under pressure.
  • Ability to define and utilize quantitative and qualitative management information reports.
  • Experience in developing and executing on strategy is a plus.
  • Fluent English is must, overseas working experience is plus.

V. BASIC QUALIFICATIONS
  • Bachelor's Degree or above
  • 12+ years related experience or 5+ year full managerial experience
  • A demonstrable track record as a people leader for large teams
  • Excellent internal and external communication skills with experience at the executive management level.
  • Call Center experience is preferred
  • Experience in the online, eCommerce or payments environment
  • Banking and Financial Institutions is preferred


职能类别： 客服经理

关键字： 客服 经理 总监 电话客服中心 outsourcing call center customer service

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公司介绍

PayPal（纳斯达克股票代码：PYPL）是全球使用广泛、深受消费者信赖的电子钱包。自1998年成立至今，PayPal一直致力于引领在线支付革新，日处理交易量达到1,250万笔。去年我们处理的交易量达40亿笔，其中10亿笔为移动支付。PayPal帮助用户更有效地管理并支配资金，用户无需透露财务信息即可付款，并且可以使用PayPal账户余额、银行账户、PayPal Credit及信用卡等多种资金来源进行支付。

PayPal在全球范围内已拥有超过1.69亿活跃账户，创造了一个开放且更安全的支付生态系统，消费者及商家之间可以安全地进行线上、线下及移动端的交易。PayPal是全球化的支付平台，服务遍及全球203个国家和地区，支持用户以100多种货币接收和支付款项，57种货币提现到银行账户，以及在PayPal账户中拥有26种不同货币的余额。全球近8000名员工以超过20种不同语言为用户提供支持。PayPal的目标是让全球用户能够更直接有效地管理他们的财富。

在中国，PayPal致力于帮助中国商户和中国消费者接入广阔的国际市场，同时以全球领先的风险管理和保障服务确保交易安全。PayPal 拥有独特的优势和领先地位，能够帮助中国商户和消费者在全球市场获得新的商机.

PayPal 上海运营中心-概况
PayPal上海运营中心坐落在繁华的陆家嘴，目前，我们拥有接近900名员工。我们秉持以客户为中心的理念，鼓励创新与合作，并提供多元且持续的学习和发展机会！PayPal倡导“快乐工作、快乐生活”，我们不仅为员工们提供宽敞舒适的工作环境，还准备了放松身心的众多设施，比如活动室（瑜伽/舞蹈等）、乒乓球桌、X-box,、桌上足球，甚至还有按摩椅！公司还设有Toastmaster Club, 为想要提高英语/中文领导能力和公众演讲能力的同事提供学习和实践的机会。此外，为鼓励员工“Work Hard, Play Hard”，每年我们都会组织丰富多彩的室内外活动，比如Family Day 、Diamond Show 、Outing等。在中西方传统节日里，如妇女节 、中秋节、万圣节、圣诞节等，我们也会举办各类主题的庆祝活动。公益事业也是PayPal关注的主题之一，上海运营中心的同事从未在公益活动中放慢过脚步：我们参与过冬日捐衣 、募捐活动之“一个鸡蛋的暴走” 、公益竞拍等许多活动。PayPal上海运营中心的规模还在不断壮大，但我们自始至终都是一个温暖的大家庭。

PayPal 上海运营中心-业务
PayPal上海运营中心主要通过电话和邮件的形式，向来自亚太区包括中国大陆、中国香港、中国台湾、日本、韩国等国家地区的用户提供服务，及时帮助他们解决在销售和支付过程中遇到的各种问题。我们的服务语言包括普通话、粤语、日语、韩语等。主要服务部门包括客户支持、超级卖家账户管理、反欺诈风险管理、品牌风险管理等。

paypal官方网站：**************

了解更多PayPal企业文化、工作环境、薪资福利等，请关注：

PayPal-微博公众账号： paypal全球运营中心招聘 *************/paypalrecruiting （可留言，HR24小时内回复）
PayPal-微信公众账号： paypal招聘
PayPal -Linkedin账号： ***********************/company/paypal

联系方式

  • Email：haiyma@paypal.com
  • 公司地址：陆家嘴金融服务广场