Job Description
职位来源于智联招聘。
Job Purpose:
- Responsible for supervision of a team of CSRs (Greater China), in addition to the day-to-day operation
- Engagement in new projects – plan, implementation, & execution. Coordinate trainings to rollout new operational procedures and/or CRM/EPR system change.
- To monitor performance of team according to the established KPI to keep the service standard.
Responsibilities
- Responsible for the day-to-day operations and supervision of a team (Greater China) of CSR, Plan, direct, supervise, and evaluates work flow.
- Coaching new hires and leading juniors CSR is part of the responsibility.
- Serves as first line supervisor and escalation expert (Tier 2)
- Coordinate work activities to achieve the Volume & Quality expected to meet operational requirements.
- Recognize and recommend Operational Improvements.
- Responsible for the day-to-day application of organizational policies and procedures.
- May monitor performance of staff members according to established monitoring KPI standards
- Beside the day-to-day activities, May be assigned to more complex and/or important products, services and ad-hoc activities
- Receive and/or attend cases that are non-routine and require deviation from standard procedures and liaise with sales and technical team for resolution
- Coordinate customer, planner, and production and expedite delivery arrangement
- Handle customer enquiries, complains with appropriate level of customer satisfaction
- Track business activities, generate report and perform administrative duties as stipulated by CSR manager
- Work internally with sales/FAE to support sales activities
Requirements
- Minimum Diploma with 4 to 6 years of order fulfillment or customer service or equivalent combination of education
- Experience in manufacturing industry is required.
- Basic computer skill is mandatory and knowledge of salesforce or Glovia is an advantage.
- Ability to follow instructions and to communicate effectively, verbally and written in Mandarin and English.
以担保或任何理由索要财物,扣押证照,均涉嫌违法。