Customer Service Center-Team Manager(职位编号：00025074)
上海任仕达人才服务有限公司
- 公司性质：合资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2014-04-30
- 工作地点：成都
- 招聘人数：1
- 工作经验：五年以上
- 语言要求：英语熟练
- 职位月薪：面议
- 职位类别：客服经理(非技术)
职位描述
Job Description
Actively drive the performance of the team to achieve key financial targets
Effective management of capacity and performance to ensure the utilisation of resources is maximised with view to assisting other teams during periods of peak volumes
Track and measure performance against set targets and objectives providing monthly feedback to all staff.
A fundamental part of the role is continuous development of Insto Client Services associates including the management and delivery of the Quality Control Process
Handle more difficult customer situations appropriately and timely ensuring customer's expectation could be well managed and met/exceeded.
Identify and analyse trends in customer pain points through various channels (escalation database, customer complaints, etc)
Maintain SLA’s and monitor in terms of customer satisfaction and taking corrective action
Monitor work-flow activities and outcomes so that agreed service standards are achieved.
Ensure accuracy and relevance of documented processes
Identify, develop and implement improvements in practices and procedures on an ongoing basis with the view to creating an environment of constant improvement. Measure the benefits of these changes.
Develop conceptual and product knowledge of the team
Sharing knowledge of products / policies / procedures with team members
Effective recruitment of staff with right skill set for the job.
Drive a culture of out performance across the business
Identify potential risks and assist in implementation of mitigation activities/plans
Ensuring staff's compliance with Group Policies, Processes and code of conduct and with legal and regulatory requirements.
Maintain confidentiality where required
Requirements:
Over 5 years working experience in client service, preferably in an international bank. (Corporate banking experience would be an added advantage)
Strong attention to detail and a genuine concern and drive to continually sustain and improve Quality and Standard
Possessing fluent English, Manderin and Cantonese preferred
Actively drive the performance of the team to achieve key financial targets
Effective management of capacity and performance to ensure the utilisation of resources is maximised with view to assisting other teams during periods of peak volumes
Track and measure performance against set targets and objectives providing monthly feedback to all staff.
A fundamental part of the role is continuous development of Insto Client Services associates including the management and delivery of the Quality Control Process
Handle more difficult customer situations appropriately and timely ensuring customer's expectation could be well managed and met/exceeded.
Identify and analyse trends in customer pain points through various channels (escalation database, customer complaints, etc)
Maintain SLA’s and monitor in terms of customer satisfaction and taking corrective action
Monitor work-flow activities and outcomes so that agreed service standards are achieved.
Ensure accuracy and relevance of documented processes
Identify, develop and implement improvements in practices and procedures on an ongoing basis with the view to creating an environment of constant improvement. Measure the benefits of these changes.
Develop conceptual and product knowledge of the team
Sharing knowledge of products / policies / procedures with team members
Effective recruitment of staff with right skill set for the job.
Drive a culture of out performance across the business
Identify potential risks and assist in implementation of mitigation activities/plans
Ensuring staff's compliance with Group Policies, Processes and code of conduct and with legal and regulatory requirements.
Maintain confidentiality where required
Requirements:
Over 5 years working experience in client service, preferably in an international bank. (Corporate banking experience would be an added advantage)
Strong attention to detail and a genuine concern and drive to continually sustain and improve Quality and Standard
Possessing fluent English, Manderin and Cantonese preferred
公司介绍
上海任仕达人才服务有限公司诚聘
联系方式
- Email：recruitmentsh@cn.randstad.com