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【職位描述】
1. Answer 400 hotline to offer guidance or solutions for enquiry from customer.
2. Make calls to customer for on-site service follow-up when necessary in order to improve customer satisfaction.
3. Maintain a good relationship with customers, respond to customer needs efficiently, communicate and coordinate with relevant departments to reach a consensus.
4. Responsible for the daily coordination of call center including shift scheduling, solve problems in a timely manner etc., supervise and provide instruction to agent including service quality inspection, monitoring work efficiency etc.,
5. Assist on call center SOP update and establishment.
6. Review daily service data, analyze and make improvement plan accordingly.
7. Complete customer care monthly report.
8. Assist in coordination with 3rd party supplier, improve their quality delivery and customer satisfaction to ensure hotline system operation.
9. Collect internal and dealer’s requirement for system, collate & analyze it; coordinate and work with supplier to develop system enhancement.
10. Other task assigned by line manager.
1、接聽(tīng)400熱線，為客戶咨詢提供指導(dǎo)或解決方案。
2.必要時(shí)致電客戶進(jìn)行現(xiàn)場(chǎng)服務(wù)跟進(jìn)，以提高客戶滿意度。
3.與客戶保持良好關(guān)系，高效回應(yīng)客戶需求，與相關(guān)部門溝通協(xié)調(diào)，達(dá)成共識(shí)。
4.負(fù)責(zé)呼叫中心的日常協(xié)調(diào)，包括排班、及時(shí)解決問(wèn)題等，監(jiān)督并向代理人提供指示，包括服務(wù)質(zhì)量檢查、監(jiān)控工作效率等。，
5.協(xié)助呼叫中心SOP的更新和建立。
6.審核日常服務(wù)數(shù)據(jù)，分析并制定相應(yīng)的改進(jìn)計(jì)劃。
7.完成客戶關(guān)懷月報(bào)。
8.協(xié)助與第三方供應(yīng)商協(xié)調(diào)，提高他們的交付質(zhì)量和客戶滿意度，以確保熱線系統(tǒng)的運(yùn)行。
9、收集內(nèi)部及經(jīng)銷商對(duì)系統(tǒng)的需求，整理分析；協(xié)調(diào)并與供應(yīng)商合作開(kāi)發(fā)系統(tǒng)增強(qiáng)功能。
10、直線經(jīng)理安排的其他任務(wù)。

【任職要求】
1. Bachelor degree in business management, medical background preferred
2. At least 5 years’ work experience in customer service, 3-year call center
3. Familiar with the telephone answering skills and KPI of call center
4. Good interpersonal and communication skills
5. Proactive, self-motivated, good time management and problem solving ability
6. Be sensitive to data and capable of data analysis in-depth
7. Fluent in Microsoft application, in particular with Excel operation
8. Sales force/SAP experience is a plus
1.工商管理學(xué)士學(xué)位，醫(yī)學(xué)背景優(yōu)先
2.至少5年客服工作經(jīng)驗(yàn)，3年呼叫中心工作經(jīng)驗(yàn)
3.熟悉呼叫中心的電話接聽(tīng)技巧和KPI
4.良好的人際關(guān)系和溝通能力
5.積極主動(dòng)，有上進(jìn)心，有良好的時(shí)間管理和解決問(wèn)題的能力
6.對(duì)數(shù)據(jù)敏感，能夠深入分析數(shù)據(jù)
7.熟練使用Microsoft應(yīng)用程序，尤其是Excel操作
8.銷售人員/SAP經(jīng)驗(yàn)優(yōu)先