天津招聘

- For our Global Shared Services in Suzhou, we are looking for a GSS GO DC CN SCMS Customer Contact Center Specialist.

What are my responsibilities?
- Working in GSS Customer Service Care Center and in charge of OneSRM User Support Helpdesk team and its Service delivery management
- Develop and set up professional Helpdesk structure with systematic way of working and KPIs based performance team to deliver high performance service and user satisfaction
- Continuously improve the process (incident management, problem management, complaint management, call handling,...) and the functionality usage of the ticketing tool
- Develop agent capability and knowledge to increase first pass rate and productivity
- Interact with user’s community and governance (meetings functional knowledge sharing WS etc..)
- Manage user satisfaction survey and implement relevant improvement actions to achieve the target user satisfaction index
- Bring in and set service attitude and professional mindset within team
- Overall responsible for the SLA KPI achievement, service management, team performance
- Develop the OneSRM Helpdesk further to become Ask SCM and expand the services to SCM products / vendors

Compliance & Risk Management:
- Accomplishment and participation in compliance program- and internal control activities.
- Support data completion in compliance with company rules and regulations of customers.
- Provides the routine checks of internal control system (SOA, RIC etc.).

Customers & Partner:
- Engage SCM IM local OneSRM team and GSS SCMS Global OneSRM SDM for continuous improvement
- Provide KPIs based performance report via systematic KPI implementation
- User satisfaction survey to be conducted on a monthly basis
- Yearly customer satisfaction survey
- GSS Management
- GSS Customer Contact Team

Employees / People Management:
- Coaching new employees and support of professionals
- Develop and train team member to deliver high performance services
- Develop service attitude mindset

Processes:
- Develops through deep professional know how of end-to-end business processes and interdependencies between them (fully).
- Executes assigned tasks and activities with high efficiency and quality following the company and customer rules, regulations, policies and / or instructions (fully)
- Demonstrates strong service delivery focus (fully)
- Drives implementation continuous improvements of provided services through analytical KPI-based approach
- Implements new and updated processes, SOP, Working instruction
- Participates in training activities and programs for new procedures, service extensions or enhancements
- Set up a professional and systematic complain and customer feedback mechanism
- Monitoring process and system in place to track backlog and ageing of enquiries

What do I need to qualify for this job?
- Education: Bachelor or above
- At least 4 years of experience within Multinational company Customer Center service operations/service management area with deployment of professional tools and system within ITIL or ISO
- Understanding of relevant Kips and BVIs, SLA contract fulfillment, operational efficiency improvement, service transition activities.
- Good command of English in written and oral is necessary
- Leadership and material skills are required
- Multinational and cross cultural environment - International working experience is a plus. Build up processes or team, Excellent commutation skills in oral and written (article / newsletter drafting)

What else do I need to know?
- Siemens is dedicated to quality, equality, and valuating diversity and we welcome applications that reflect the diversity of the communities within which we work. Please find more information at: http://www.careers.siemens.com.cn

What else do I need to know?
- We are looking forward to receiving your online application. Please ensure you complete all areas of the application form to the best of you ability as we will use the data to review your suitability for the role.

Contact：
- If you want to know more Siemens job opportunities, please be free to log in our career website www.careers.siemens.com.cn
www.careers.siemens.com.cn

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