深圳招聘

Key Activities / Accountabilities主要工作职责

· Contact the customer about shipments were detained in customs

及时通知收件方有关货物被暂扣海关的信息。

· According to the requirement and purpose, suggest the correct method of customs clearance to customer

依据客户需要，提供正确合理的清关建议以供客户参考。

· Check paper works customs required, hand over to paperwork operator for customs declaration

审核相应的报关单证。

· Put the update information of each shipment into the T+T system

清关过程中，及时把每票快件的清关进展录入T+T系统，更新该快件的动态信息。

· Double check the list of detained shipment and solve the special case

主动定期复核、盘点扣关货物清单，及时发现异常情况，跟进解决。

· Ensure accurate preparation of import Customs declarations and timely provision of modification opinion when needed

确保进口清关准备工作的准确无误，并且需要时及时提出修改意见。

· Ensure well-maintained customer database

确保客户的数据得到很好地维护。

· Contact customer to ensure the timely payment and recording of tariffs

联系客户收取关税，确保及时交纳与记录关税。

· Resolve specific disputes or provide advice on technical issues with customers

解决争端或者在技术层面上给客户提供建议。

· Maintain a thorough knowledge of Customs practices and procedures

保持全面透彻的清关操作程序方面的知识。

· Answer the customer and front line department’s question, update the information of CIQ and Customs clearance

解决客户和前线部门的业务查询，传达海关、检验检疫部门的最新信息。

· Other assigned projects & tasks.

· 指派的其他工作任务。

Inbound transactions 进口业务

To differentiate TNT’s service offering by providing customers with friendly and professional multi-channel communication during every inbound transaction and enquiry and to provide the customers with accurate information based in their needs.

处理进口事务，向客户提供友好、专业的多渠道沟通；针对客户问询和需求，给予正确的信息。

· Answer the telephone in accordance to the TNT Express telephone policy.

· 根据TNT快件电话规范接听客户电话。

· Proactive approach to customer requirements based on historic transactions, if applicable.

· 基于过往需求，积极为客户解决问题。

· Proactively provide customers with accurate product and pricing information based on their needs.

· 根据客户要求，积极向其提供正确的产品和价格信息。

· Proactively ensure that customers are aware of necessary paperwork and any special instructions.

· 确保客户知晓必要的单证及任何特殊指示。

· Communicate accurate and complete shipments statuses from the track and trace system.

· 根据追踪系统，与客户沟通正确、完整的货物状态。

· Provide first line support on how to use TNT′s self service tools and services (IVR and web services)

· 为客户使用TNT自助工具及相关服务提供首要支持。

· Provide solutions and alternatives based on customer needs.

· 为客户需求提供解决方案

Revenue retention 保持利润

To identify and act on selling opportunities to retain revenue, whilst providing suitable solutions to customers’ requirements.

识别并把握销售机会以保持利润，时刻为客户提供匹配的解决方案。

· Conversion of price and transit time enquiries into bookings.

· 记录汇率因素和转运时间的询问。

· Promote premium products based on customer needs.

· 基于客户的需求为客户提供额外的增值服务。

· Pass unconverted price enquiries to sales via leads with accurate information.

· 把与客户沟通过程中取得的潜在销售信息,准确地提供给销售团队.

Corporate Social Responsibility compliance社会责任

To comply with Health & Safety and Environment regulations in order maintain a safe working environment for self and all the hub/depot employees.

贯彻执行健康安全和环境规定，以维护一个对自身和所有分公司员工都安全的操作环境。

· Participate in the corporate initiatives.

· 积极参加公司活动。

· Comply with the company's corporate social responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems and directly support line management in effectively implementing these management systems.

· 贯彻执行公司管理体系确认的公司社会责任、健康、安全和环境的标准与义务，并为一线管理层提供相关支持。

Customer satisfaction客户满意

To contribute to customer satisfaction, both internal and external, by participating in the implementation of initiatives that aim to achieve customer satisfaction, loyalty and retention

致力于通过参与落实公司活动来提高内外客户满意度，以实现客户满意度、忠诚度和保留率。

· Carry out relevant actions that address the outcomes of the Customer Loyalty Measurement Programmes as directed by the Operations Team Leader.

· 贯彻执行操作部领导制订的关于提高客户忠诚度的相关活动。

· Identify ongoing service issues and recommend solutions to the Operations Team Leader.

· 识别进行中的服务问题，并向操作部领导推荐解决方案。