天津招聘

职位名称         流程&话术专员

所属部门         客服部

上级主管         客服经理

岗位目的（岗位价值）                                              

以提升客户体验、员工工作效率为目标，与各部门密切合作，推进项目进度，持续完善客服服务相关流程，提升部门价值。                                         

岗位职责                                              

1. 根据公司业务发展需要，负责制定及持续完善客服的服务流程、SOP、FAQ、话术等，并及时给相关人员培训，有效传达流程的更新内容；

2. 对接产品、运营评估新流程风险点，降低流程执行风险；

3. 通过业务分析等手段，从流程角度诊断客户痛点问题，并牵头优化及赋能；

4. 协调各部门优化业务流程及推动系统功能的不断改善，提升用户体验，提高工作效率；

5. 通过数据分析，跟踪流程优化或系统改进后的效果；

6. 积极履行自己的工作职责以及完成公司和上级领导交付的其他相关工作。                              

任职要求                                              

1. 大专及以上学历，良好的英语听，说，读，写能力，英语六级及以上；

2. 具备客服相关工作经验三年及以上 ，及同岗位经验一年及以上，有互联网电商或金融行业的优先；

3. 有较强的逻辑思维和服务意识，优秀的沟通表达能力和团队合作精神；

4. 具备发现问题及主动改善能力，可独立提出完整的优化方案，并推动方案执行达成结果；

5. 熟练运用Microsoft Office软件，如Outlook、Excel、Word、Powerpoint和Visio；

6. 具备较强的抗压能力、沟通表达能力，高度的工作热忱、责任心以及良好的职业道德；

7. 对公司内部政策以及所有信息拥有高度保密性。                                             

At Optimum Solutions, we are proud of being IT Partners of choice of several medium and large global organizations. Since our inception in 1997, we have grown by addressing the evolving needs to our of our customers and contributing our best towards their growth and success.

We take pride in our continued long term partnership with various medium and large sized global companies, many of who are in the list of Fortune 1000 companies. Such a long term relationship is a testimony to the value we provide through our services. Over 80 percent of our business every year is from existing relationships. Our clients span a wide range of industries, including: Banking and Finance, Manufacturing, Distribution, and Technology.
We are primarily serving our customers in the US and Singapore market. Our development centers are located both in Singapore, Shanghai and India.