张家港招聘

Role Description:
The position will provide technical and product information in a contact center environment on behalf of and to The Company and their current and potential customers. Position respond to phone and electronic requests from customers and prospects for product and service information across all businesses and functions. Request types include technical information, samples, literature (MSDS, TDS, SS, and Product Brochures) pricing, product availability, and other general information.


Job Expectation Indicative Activity
Responds to and accurately resolves customer inquiries.
* Utilizes work processes, product training, experience, web sites, Answer Center, business file shares to determine how to process the customer request as well as finding the answer. Utilizes ongoing learning sessions to increase the % of contacts that the position is able to resolve on the first contact with team.

Database / document customer inquiries.
* Must utilize appropriate documented work processes to process and record all requests. Must be proficient in Siebel- both in documentation and querying. Must utilize template signatures in AVAYA when handling requests which enable consistency of responses across the team globally, aiding in efficiency and consistency.

Demonstrates strong customer service skills.
* Employee will be responsible for communication via telephone and e-mail with customers, prospects, and employees. Employee must always maintain professional communication. It is expected an employee knows what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.

Demonstrates strong problem solving and decision making skills.
* Employee needs to ‘think outside of the box’ and take initiative when it comes to handling requests. The employee must be proactive, efficient and own each request handled- either by phone, in person or electronically.

Accountability for Action – Demonstrates urgency, acts promptly and quickly, removes road blocks while assessing multiple opportunities.
* Requires prioritization by impact and accountability for taking actions that keep things moving forward for employees and customers and prospects. Employee responsible for identifying and taking action on their own specific training opportunities in areas where there is a training need and also to enhance personal growth.

Demonstrates strong multi-tasking skills.
* Employee must be able to multi-task between the phone and e-mail. If assigned to work on the phones but the call volume is low, employee must recognize the need to process e-mails. If the phone volume increases, the employee must recognize the need to end the e-mail fulfillment and switch back to taking phone calls. The same is true if the employee is assigned to handle e-mail requests. If the phone volume is high and there are calls in queue, the expectation is that employee will assist by taking phone calls until the queue is cleared out. Must be empowered to ‘know where to be’ at any given time on any given day- sometimes despite the schedule.

Takes initiative and independent action; Attempts to influence events to achieve results; seizes opportunities in a responsive manner; has a bias for action and taking appropriate risks.
* Proactively shares knowledge, and communicates new methods of working efficiently to work group and appreciates knowledge and experience shared by others. Works independently to produce quality results. Proactively moves issues and problems forward to achieve results. Proactively builds strong relationships with businesses to increase the level of trust between team and the business.

Update, create, and improve work processes.
* Identify work process change needs and recommend updates to increase team efficiency.

Teamwork- Contributes to effective team output through cooperation, participation and a commitment to shared vision and goals.
* Must have strong, mature teamwork skills and a desire to work within a team environment. Must be willing to share ownership of successful improvement methods and teach others for the benefit of the organization. Shares responsibility for the direction, accomplishments and active recognition of team actions. Actively works to establish strong team relationships that help improve efficiency and effectiveness.



Qualification
Bachelor or Master in Chemistry/Science or equivalent experience.
1 years + in working experience
Familiarity and interest in the sciences and chemistry is preferred.

公司简介：

卡威意是位于上海的一家意大利独资企业，主要提供新能源领域及控制工业生产流程的工程服务。
卡威意是博德集团下属的技术公司：博德集团在中国有着16余年的丰富经验，并拥有一支在法律，财务以及商业咨询领域的专业团队。
www.k-3e.com

联系电话：021-52386533