深圳招聘

Inbound transactions

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.

· Answer the care centre available contact channels (telephone, email, web chat, etc in accordance with global service standards.

· Take a proactive approach to customer requirements based on historic transactions available in common CS systems.

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

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

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

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

· Provide solutions and alternatives based on customer needs.

· Where first call resolution cannot be achieved agree a call back time with the customer in line with agreed timeframes of the Support team or other departments.

Outbound transactions

To deal with booking exceptions (ad hoc, cross location bookings, dangerous goods, debtor status, awkward freight) in a productive and high quality manner.

· Check collection availability from sending customer and arrange consignment note completion.

· Check exceptions regularly and proactively call customers to advise of collection problems.

· Resolve booking exceptions as required.

Complaint Handling

· Identifies when a customer is making a complaint and follows the agreed global complaint handling process

· Wherever possible aims to resolve the complaint during the first contact with the customer

· When passing the complaint to an appropriate owner ensures accurate and full details are recorded in the correct system

· Ensures the customer is aware of who will contact them and when and of what the next steps will be

· If requested passes the caller directly to the appropriate complaint owner for action

Revenue Generation & Retention

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

· Conversion of price and transit time enquiries into bookings.

· Promote premium products and service options based on customer needs.

· Ensures customers are aware of the range of products and services offered by TNT

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

· Identify Special Services opportunities and pass these to SpS or convert to booking as appropriate

· Promote CIT applications and self-service to customers.

Administration

To ensure transactional information and system entries are completed in an accurate, complete and timely manner.

· Accurately enter the required data into the booking system to facilitate correct and complete consignment collection.

· Record accurate details for the Support team follow-up where first call resolution cannot be achieved.

· Record accurate details where follow up by another department is required.

· Where an enquiry is not converted, ensure all system entries are complete so accurate Sales follow up can occur.

CR and Health & Safety

· Comply with the company's corporate responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems

Customer Experience

At any time and any where perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience. These activities and behaviours are highlighted in the "Understands and delights customers" core competency and in any additional Customer Experience behavioural guideline applicable to the role.

Essential Educational and / or Training Qualifications & Certificates

· Secondary school diploma.

· English language certification.

· One-year experience in a customer service environment, including selling responsibilities.

TNT快递是全球最大的快递公司之一。每天递送约一百万件包裹、文件和托盘货物。TNT快递在欧洲、中东、非洲、亚太和美洲地区运营航空和公路运输网络。TNT快递在2013年的营业收益为67亿欧元。

在中国大陆，TNT快递拥有33家国际快递分公司和3个国际快递口岸。目前，TNT在中国大陆拥有近3,000名专业员工。

我们的承诺（员工价值主张）：
我们致力于员工发展。
员工是我们最宝贵的财富。
在TNT的发展过程中，员工可随时学习如何胜任工作和发展职业生涯。
我们相信，无论员工选择什么工作，终生学习和我们对他们的投资将伴随他们一生。

我们构建可靠的双赢关系：
我们拥有理想的工作场所。
作为一个团队，我们的员工拥有归属感，他们彼此尊重，共同努力。
我们是负责任的社区成员，努力提高大家的社会生活质量。

我们给予并聆听反馈：
我们在整个企业内构建信任关系并相互理解。
我们的员工乐于在彼此信任的成长环境中给予反馈，以改进工作表现。
我们接受反馈以更深入地了解业务活动，始终以更好的状态完成工作。

我们认可和奖励绩效：
我们培养最杰出的人才。
我们表彰工作最杰出的员工，引以为豪，并与员工一起分享成功。
我们对各级员工的成绩予以奖励，让我们的员工承担挑战，并做到更好。


我们提供具有竞争力的薪酬福利。如果你怀有和我们相同的理念和价值观，那就和我们一同奋斗在人生之旅吧！
健全的人才培养机制和职业发展
有市场竞争力的薪资架构
社保+住房公积金+商业医疗保障计划
子女商业医疗保险计划
新婚/新生儿贺礼+节假日礼品+儿童节礼物
做五休二+12天带薪年假+7天带薪病假