太原招聘

Job Description

1. Monitoring and conducting activities on the leasing customer service team's key index, controlling the performance of escalation case ratio and the call per contract rate, regularly maintain and update in-house team working instruction;

2. Handling escalation/Complaint cases. Being the point of contact of leasing customer service team to external teams, supporting on business growing activities with retention, sales, and marketing teams;

3. Working with relevant teams (OVM, OPM, Training) to monitor vendor team's performance, regularly participate performance review meeting, giving feedback to vendor team on daily operation and seeking opportunities to enhance working efficiency and quality between in house team and vendor team, especially on escalation handling area;

4. Conducting SOP review, confirming training materials updates, corporation with QC team on team performance monitor and giving feedback/inputs to project and system enhancements from BU's perspective;

5. Cover other colleagues work while there is a peak on task volume or for other’s absence;

6. Working together with AFC counter party to identify the gap (system, process, etc.) between two sides and work on synchronizing actions; Backup on other team member's task when needed

Qualification

1. Education:

Bachelor degree in finance/business/law or other relevant area;

Excellent English & Mandarin, both written and reading;

2. Experience:

Experience in a Financial Services Company, Bank, or other related finance industry for at least 5 years;

Experience on projects.

3. Specific Knowledge:

Excellent interpersonal skills with a strong customer-oriented mindset;

Fluent speaking/reading/writing in English & Mandarin is required;

Self-motivation and team work spirit;

Strong pressure handling capability, especially with escalated customer complaints;

Reliable and accurate in details;

Proficient MS Office skill such as excel, PPT, etc.;

Have the knowledge of project management approaches, tools and phases of the project lifecycle is a plus.

梅赛德斯-奔驰租赁有限公司是戴姆勒大中华区投资有限公司和北京汽车股份有限公司共同投资的合资企业，成立于2012年，是中国较早向个人与企业同时推出汽车租赁与融资租赁服务的高端汽车服务品牌，为广大中国消费者提供创新的出行解决方案。