在线商店官网客服专员--佛山
IBM China Global Delivery
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2012-09-07
- 工作地点：佛山
- 招聘人数：100
- 工作经验：一年以上
- 学历要求：大专
- 语言要求：英语良好
普通话精通 - 职位类别：咨询热线/呼叫中心服务人员 客户代表
职位描述
IBM佛山全球服务执行中心是一个已成立一周年的呼叫中心，主要负责为某世界知名电子企业提供优质的电话产品咨询、解决客户疑难、在线为客户提供技术类的支持及故障诊断服务。自去年IBM佛山执行中心成立以来，项目组已经从30人的团队发展到500人的团队，目前项目还在不断地扩张，如果您对时下流行的电子产品很感兴趣或者是发烧友，那么加入IBM佛山分中心，绝对能给您带来不一样的体验以及更多的机遇与挑战。
急聘
在线商店官网客服专员(普通话)－ 佛山（接受实习生）
工作地点：佛山南海桂城
职位编号：BPD-0467134
语言要求：标准普通话，英文读写能力
工作内容：负责接听客户来电， 解决客户的问题
1）呼叫中心售前代表
主要负责在线商店智能手机，电脑等产品的电话引导和销售
1、接听客户呼入电话，提供解决方案；
2、搜集同类市场产品信息，提供新的促销建议，建立并维护客户关系；
3、准确登记并在系统中记录通话中的各种客户信息；
4、及时更新产品知识，向客户提供专业的解决方案。
2）呼叫中心售后支持和客服服务
主要负责帮助客户有关在线商店的下单以及查询订单的事宜
职位要求：（实习的话要求全职实习）
1.具有流畅的口头表达能力
2.具有良好的交谈及写作能力(英语四级或以上优先考虑)
3.良好的人际沟通技巧与电话沟通习惯
4.能处理Windows操作系统,Office软件的常见问题
5.具有责任心,办事干练、反应灵活及团体合作精神
6.能承受压力,能够处理各种紧急的情况
7.具有呼叫中心或者客服工作经验优先考虑
Service Customer Support Representative - English
销售支持和客户服务
As a Service Customer Support Representative, you are at the core of the customer’s experience. The primary responsibility of the Service Customer Support Representative is to take inbound calls from customers and provide solutions to their queries. This team will support China customers. The majority of calls would be in regards to delivery and payment related post sales queries and the handling of these calls involve a lot of direct interaction with other internal departments such as the finance and logistics teams.
We believe in hard work, a fun environment and believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU!
Responsibilities
? Searching internal systems for specific order details, eg, delivery information, payment details, address-verification etc.
? Navigating websites for logistics information.
? Communicating with other departments such as Logistics and Finance via internal tools to further investigate a customer issue.
? Detailed logging of all customer calls, written in English/Chinese, in the relevant database.
? Need to gain in-depth knowledge of processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
? Working with customers to answer their questions and help them place their order
? Advise customers on the features and benefits of our new and existing products.
? Where necessary, making outbound calls to customers to keep them updated on their query.
? Pro-actively working on customer issues assigned via internal systems, until a solution is found for the customer.
? All Service Customer Support Representative are expected to deal professionally and competently with all customers, representing the company in a positive manner at all times, to ensure a world class customers service for our customers at all times.
Working Environment
? Function comfortably in a fast-paced, performance-based call center environment where calls are monitored, recorded, and assessed.
? Flexible schedule, ability to work nights or weekend hours.
Desired Behaviors
? Exceptional communication skills essential including excellent listening skills, and the ability to maintain composure to positively deal with and resolve challenging customer queries.
? Ability to maintain a positive attitude in high-stress/fast-paced work environment
? Adaptive and flexible to changing technologies, process and environments.
? Ability to work and make decisions with minimal supervision
? Strong customer focus and proven problem-solving skills are essential.
? High standard of written & oral communications in Chinese
? Great time management skills.
? Team Player
Experience Required
? 1-2 years customer service or contact centre experience is a plus;
? High school diploma (Bachelor degree is a plus);
? Professional verbal and written communication skills;
? Technical aptitude (computer literate, able to quickly learn how to look up information);
? Ability to work in cross-functional teams.
急聘
在线商店官网客服专员(普通话)－ 佛山（接受实习生）
工作地点：佛山南海桂城
职位编号：BPD-0467134
语言要求：标准普通话，英文读写能力
工作内容：负责接听客户来电， 解决客户的问题
1）呼叫中心售前代表
主要负责在线商店智能手机，电脑等产品的电话引导和销售
1、接听客户呼入电话，提供解决方案；
2、搜集同类市场产品信息，提供新的促销建议，建立并维护客户关系；
3、准确登记并在系统中记录通话中的各种客户信息；
4、及时更新产品知识，向客户提供专业的解决方案。
2）呼叫中心售后支持和客服服务
主要负责帮助客户有关在线商店的下单以及查询订单的事宜
职位要求：（实习的话要求全职实习）
1.具有流畅的口头表达能力
2.具有良好的交谈及写作能力(英语四级或以上优先考虑)
3.良好的人际沟通技巧与电话沟通习惯
4.能处理Windows操作系统,Office软件的常见问题
5.具有责任心,办事干练、反应灵活及团体合作精神
6.能承受压力,能够处理各种紧急的情况
7.具有呼叫中心或者客服工作经验优先考虑
Service Customer Support Representative - English
销售支持和客户服务
As a Service Customer Support Representative, you are at the core of the customer’s experience. The primary responsibility of the Service Customer Support Representative is to take inbound calls from customers and provide solutions to their queries. This team will support China customers. The majority of calls would be in regards to delivery and payment related post sales queries and the handling of these calls involve a lot of direct interaction with other internal departments such as the finance and logistics teams.
We believe in hard work, a fun environment and believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU!
Responsibilities
? Searching internal systems for specific order details, eg, delivery information, payment details, address-verification etc.
? Navigating websites for logistics information.
? Communicating with other departments such as Logistics and Finance via internal tools to further investigate a customer issue.
? Detailed logging of all customer calls, written in English/Chinese, in the relevant database.
? Need to gain in-depth knowledge of processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
? Working with customers to answer their questions and help them place their order
? Advise customers on the features and benefits of our new and existing products.
? Where necessary, making outbound calls to customers to keep them updated on their query.
? Pro-actively working on customer issues assigned via internal systems, until a solution is found for the customer.
? All Service Customer Support Representative are expected to deal professionally and competently with all customers, representing the company in a positive manner at all times, to ensure a world class customers service for our customers at all times.
Working Environment
? Function comfortably in a fast-paced, performance-based call center environment where calls are monitored, recorded, and assessed.
? Flexible schedule, ability to work nights or weekend hours.
Desired Behaviors
? Exceptional communication skills essential including excellent listening skills, and the ability to maintain composure to positively deal with and resolve challenging customer queries.
? Ability to maintain a positive attitude in high-stress/fast-paced work environment
? Adaptive and flexible to changing technologies, process and environments.
? Ability to work and make decisions with minimal supervision
? Strong customer focus and proven problem-solving skills are essential.
? High standard of written & oral communications in Chinese
? Great time management skills.
? Team Player
Experience Required
? 1-2 years customer service or contact centre experience is a plus;
? High school diploma (Bachelor degree is a plus);
? Professional verbal and written communication skills;
? Technical aptitude (computer literate, able to quickly learn how to look up information);
? Ability to work in cross-functional teams.
公司介绍
IBM China Global Delivery Center
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc