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崗位職責(zé)：

1. Has intimate knowledge of customer needs and ability to provide solutions.

熟知客戶(hù)的需求并具備提供解決方案的能力

2. To develop and implement service initiatives to improve the customer experience.

發(fā)展和貫徹服務(wù)改善計(jì)劃，以提升客戶(hù)體驗(yàn)。

3. Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.

遵守客戶(hù)服務(wù)的政策和流程，在同客戶(hù)的每一次交涉中都使客戶(hù)滿意度最大化。

4. Analyze sources of service failures, identify probable root causes and recommend solutions.

分析服務(wù)失敗的源頭，找出可能的根本性原因并推薦解決方案。

5. Continuously encourage//enable customer service team members to solve customer inquiries and complaints.

堅(jiān)持鼓勵(lì)/幫助客服團(tuán)隊(duì)的成員解決客戶(hù)的查詢(xún)和投訴。

6. Manage daily customer c complaints and ensure timely resolution.

管理客戶(hù)的日常投訴并保證及時(shí)解決。

7. Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.

管理全球案例系統(tǒng)，保證客戶(hù)的全部查詢(xún)和要求都錄入系統(tǒng)并在必須的服務(wù)等級(jí)協(xié)議框架內(nèi)解決問(wèn)題。

8. Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.

發(fā)展并輔導(dǎo)客服團(tuán)隊(duì)的成員如何處理客戶(hù)的要求，查詢(xún)和投訴。

9. Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.

定期與客戶(hù)互動(dòng)，了解和回應(yīng)他們的需求并獲得客戶(hù)對(duì)我司已提供服務(wù)的反饋。。

10. Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implement ting those improvements.

監(jiān)控對(duì)服務(wù)需求的變化，聯(lián)絡(luò)客戶(hù)和前鋒線員工，以明確需要改進(jìn)的地方并就服務(wù)提高和如何執(zhí)行這些提高做出建議。

11. Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers.

負(fù)責(zé)SRN的創(chuàng)建和跟進(jìn)，為現(xiàn)金客戶(hù)跟進(jìn)各種案例或投訴。

12. Other duties as assigned.

完成上級(jí)布置的其他工作。

任職要求：

• Above 6 years’ experience in a related field

6年以上相關(guān)工作經(jīng)驗(yàn),優(yōu)先考慮快遞及物流行業(yè)有經(jīng)驗(yàn)人士。

• Bachelor degree in business or related fields.

商務(wù)或相關(guān)專(zhuān)業(yè)本科學(xué)歷

• English proficiency.

英語(yǔ)水平流利

• Computer Proficiency: MSS office Applications ( Word, Excel, Power Point & Outlook)

計(jì)算機(jī)水平： 會(huì)使用MS office（Word, Excel, Power Point和Outlook）