苏州招聘

PRINCIPAL ACCOUNTABILITIES主要工作职责

Key Result Area:
(Major area of contribution)
Accountability:
(Outcomes required in the key result area)
Call Taker team managementMake Sure Call taker team can finish call handing process with high quality.

Monitor/coaching the performance of call taker.

Make sure call taker team can courteously answer and process customer service requests and produce work orders within the required service levels.

Good working knowledge of SAP to provide help to call taker for raising work orders for service requests, Monitoring and escalate work orders until engineers accept assignment.

Work with CSM in each district for call escalation of unassigned work orders.

Support improving remote service capability with on line support engineer.

Conduct customer survey and customer complaint.

Collect date from SAP to provide necessary Report to CS team

Relationship buildingCreate appropriate service alliances with customers, engineers, state managers, suppliers and support functions internally with a view to maintaining customer satisfaction.

Display excellent teamwork attitude and apply interpersonal skills with team members and other employees.


On-going development





Maintain good working product knowledge of all Philips Modalities.

Company knowledge of processes and procedures.

Internal and external Training Courses may be conducted – attendance will be required.


OthersOther tasks assigned by team & company


5、MAJOR CHALLENGES主要挑战

Familiar with SAP system and call center operation system-CTI, Clarify
Understand the principle of running call center and implement it
Develop the call takers competency on handling customer calls
Customer satisfaction tracking and initiate improvement action plan

JOB REQUIREMENTS岗位要求
a) Education学历:
University degree education background major in International Trade, Accounting or Economy

b) Experience工作经验:
5 years of work experience in a fast paced technology industry
At least 3 years of customer call center operation leader experience
Strong communications and presentation skills

c) Travel Frequency出差频率:

d) Competency and Skills 能力和技能:
Team Player as supervisor of a matrix-structured organization
Strong sense of “Customer Service” principles
Experience in a continuous improvement environment
Experience in industry Call Center operation
Excellent communication skills and coaching skill
Good Interpersonal skills
Ability to effectively prioritize
Ability to Multitask with good execution skill
注： 有意者也可将简历发送至hr.pek@philips.com; 发送时请标明你所申请的职位及职位所在地。

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