深圳招聘

岗位职责

1、规划和完善客服团队的工作架构，合理分派客服团队工作任务到对应客服团队跟进，并监控跟进处理结果。

2、收集各销售团队的业务需求，将业务需求进行分解并分配到对应客服团队执行。

3、监管外部客服团队的KPI，并协调处理好相关工作安排，保障公司利益及工作顺利开展。

4、监管售前售后服务流程，制定优化改善方案。

5、了解各客服团队影响客服体验的痛点问题，协调资源解决问题并提升客户体验。

6、与各业务客户体验团队深度合作，从客户评价维度定位服务问题，制定团队服务提升方案。

7、提升客服主管工作能力，如报表制作、绩效管理、项目管理、演讲技巧和团队管理等能力。

8、合理安排培训资源，定期为客服团队组织业务提升培训。

9、协调各团队资源，制定对消费者造成严重不满的大规模投诉案例的解决方案，并确保客服团队执行。

10、确保所属管理团队的天猫营销指标达标，并通过数据分析制定和执行指标提升改善方案。

岗位要求

1、大专以上学历；

2、4年以上相关工作经验；

3、有2年以上客服团队管理经验，管理人数超过15人；

4、具有应变能力、交际能力、谈判能力；

5、具备良好的沟通能力、团队管理能力。

Antal is a global recruitment company founded in London more than 25 years ago. We have offices in Beijing, Shanghai, Shenzhen, Guangzhou, Suzhou, Dalian and Wuhan (Mainland China) as well as Hong Kong and Singapore (Southeast Asia) and currently employ more than 300 recruitment consultants. Over the past 15 years, we have worked with more than 3,000 clients and made over 7,000 placements. Globally, Antal is present in 35 countries across the world and employs more than 1000 people.
Our clients range from large MNCs to Chinese domestic giants to some of the most iconic British brands. All our clients are different, but they all have the same desire to grow and improve their teams in China.
Our team covers 17 different industries, the largest of which include automotive, consumer and retail products, healthcare, technology and green tech, rail, industrial products, services, chemical products, education and banking and insurance.