NATURE?&?SCOPE??崗位性質(zhì)和范圍
To?handle?800?Hotline?,?manage?Customer?care?center’s?inbound?call?traffic?,?dispatches?job?to?engineers,?spare?parts?information?checking,?maintains?good?records?of?departmental?activities.?To?provide?professional?and?efficient?customer?service,?and?service?administration?support?to?customers,?service?team,?service?dealers?and?related?aspects.
處理800熱線，管理客戶服務(wù)熱線的接聽(tīng)暢通，分派工程師工作，零件信息查詢，以及部門活動(dòng)記錄。為客戶，售后團(tuán)隊(duì)，經(jīng)銷商及相關(guān)的方面提供專業(yè)和高效的客戶服務(wù)。
MAJOR?ACCOUNTABILITIES主要職責(zé)
?Take?the?800?Hotline?&?customer?call,?respond?to?customer?queries/problems?by?contact?with?appropriate?sources?and?providing?customer?with?accurate?and?helpful?information?that?will?either?provide?a?resolution?or?and?after?sales?support?to?maintain?appropriate?customer?service?levels.
接聽(tīng)800熱線和客戶電話,?用適當(dāng)?shù)馁Y源回復(fù)客戶查詢/問(wèn)題，并為客戶提供準(zhǔn)確和有用的信息,?提供解決方案和售后支持維持適當(dāng)?shù)目蛻舴?wù)水平。
?Log?call?in?Agfa?system?and?dispatch?jobs?the?engineers?and?follow?up.
登錄愛(ài)克發(fā)系統(tǒng)來(lái)調(diào)度工程師工作并且進(jìn)行跟進(jìn)。
?Manage?the?service?contract,?including?prepare?the?contract?documentation,?system?input,?filing?etc.
管理服務(wù)合同,包括準(zhǔn)備文檔,系統(tǒng)輸入,裝訂等。
?Prepare?Spare?Parts?and?Service?Quotation?and?follow?up?(payment,?refund?and?delivery?etc.)
準(zhǔn)備備件和服務(wù)報(bào)價(jià)和跟進(jìn)(付款、退款和交付等)
?Maintains?&?updates?service?records?and?customer?machines?record?in?Agfa?System?and?keep?good?records?in?customer?files.
在愛(ài)克發(fā)系統(tǒng)中維護(hù)和更新服務(wù)記錄和設(shè)備記錄，并維護(hù)保持良好的客戶文檔。
?Manage?the?service?report,?time?sheet?and?related?service?documentation?and?data.?Keep?check?,?follow?up?and?offset?the?spare?parts?consignment?stock.
管理服務(wù)報(bào)告,工單和相關(guān)服務(wù)文檔和數(shù)據(jù)。保持檢查,跟進(jìn)和零配件銷賬。
?Check?Spare?Parts?stock,?place?Spare?Parts?order?and?follow?up?shipment?and?arrange?spare?parts?delivery
檢查備件,備件訂單,跟進(jìn)和安排備件交付裝運(yùn)
?Provide?regular?service?operation?reporting?as?per?the?request?from?the?Service?desk?manager?or?Service?manager
按照客戶服務(wù)平臺(tái)經(jīng)理及售后服務(wù)經(jīng)理的需要,?定期提供相關(guān)運(yùn)營(yíng)報(bào)表
?Provide?the?necessary?administration?support?to?the?service?team?colleagues
為服務(wù)團(tuán)隊(duì)的同事提供必要的行政支持
?On?shift?to?take?customer?care?centre’?calls?during?out?of?office?hours.
非工作時(shí)間輪班接聽(tīng)客戶服務(wù)中心熱線電話
JOB?PROFILE?工作簡(jiǎn)介(Education?&?experience?necessary?for?this?position)
Education教育
College?graduate,?preferably?in?commercial?studies?with?some?technical?knowledge
大學(xué)畢業(yè),?商務(wù)及技術(shù)背景優(yōu)先
Experience經(jīng)驗(yàn)
At?least?3?Years?working?experience,?preferably?in?a?multi-national?company?and?working?in?customer?service?field.
至少3年工作經(jīng)驗(yàn),?有一個(gè)跨國(guó)公司及客戶服務(wù)領(lǐng)域工作經(jīng)驗(yàn)者優(yōu)先
Specific?skills?工作技能?(core?competencies,?key?specialities,?technical,?human?relations?or?managerial?skills,?and?knowledge?areas?necessary)
Languages語(yǔ)言:?Mandarin?&?English普通話,?英語(yǔ)
IT-knowledgeIT知識(shí):?MS?Windows?,?Office?applications,?MS?Windows、Office?微軟辦公操作軟件
Soft?skills軟性技能:?Good?working?attitude,?Team?Player?and?willing?to?learn.?Can?work?under?pressure?and?deadlines;?good?business?sense;?work?for?details;?able?to?handle?people
良好的工作態(tài)度,團(tuán)隊(duì)合作精神,愿意學(xué)習(xí)。適應(yīng)壓力及最后期限下工作;?良好的商業(yè)意識(shí);?注重細(xì)節(jié);?善于人際交流
Specific?skills?/?other特殊技能/其他:?Good?telephone?manners,?Be?proficient?with?Excel
良好的電話禮儀,精通Excel