Senior?Process?Expert
Key?responsibilities
-Execute?processes?timely?with?focus?on?quality?as?per?the?SOPs?defined?and?guidelines?established.
????-?按SOP規(guī)定和指導(dǎo)在執(zhí)行過程中及時(shí)關(guān)注并確保質(zhì)量。
-Wherever?required?perform?in-depth?analysis?aimed?at?improving?service?levels,?customer?satisfaction?and?quality?of?output?provided.
????-?深入分析，提高服務(wù)水平，客戶滿意度和質(zhì)量。
-Being?the?focal?point?of?contact?in?the?team?for?resolving?assigned?process,?system?issues?identified.
????-?作為團(tuán)隊(duì)中的聯(lián)絡(luò)中心去處理系統(tǒng)中分配的任務(wù)和問題。
-Ensure?operational?process,?system?issues?sighted?are?resolved?within?defined?timeline?to?ensure?no/minimum?impact?to?customer/business.
????-?確保操作過程，系統(tǒng)問題在規(guī)定的時(shí)間內(nèi)得到解決，以確保對(duì)客戶的影響減少到最小。
-Where?required?engage?with?frontline?colleagues?in?CS?and?cross?functional?teams?within?GSCs?and?clusters,?LOCs?to?resolve?any?issues,?complaints?or?queries?reported?by?the?customer?timely.
????-?在需要的時(shí)候，跨部門溝通進(jìn)行問題的處理，例如CS，GSC，LOC等。
-Create?and?maintain?a?repository?with?a?log?of?all?process,?system?issues?received?along?with?workarounds?/?solutions?identified.?Use?this?as?one?of?the?knowledge?management?tools?within?the?team.
????-?隨著解決方案確定接收系統(tǒng)的問題，創(chuàng)建并維護(hù)自己的流程庫，作為一種知識(shí)管理的工具。
-Improve?CS?processes,?CSS?score?by?identifying?opportunities?to?eliminate,?simplify?and?standardize.
??-?通過CSS分?jǐn)?shù)來識(shí)別優(yōu)化，簡(jiǎn)化和規(guī)范客服流程。
-Deliver?a?superior?and?best-in-class?Customer?Experience.
????-?提供一流的客戶體驗(yàn)。
-Ensure?Customer?Experience?vision?of?‘Trust,?Cared?for?and?Pleased’?is?foremost?in?all?process?changes?initiated,?performance?reviews.
????-?確保客戶體驗(yàn)公司的信任、關(guān)心和滿意，并由此提高績(jī)效評(píng)估。
Skills?required
-A?minimum?of?2?plus?year's?proven?experience?in?logistics?preferably?in?CS?processes.?Experience?in?ML?frontline?commercial?teams?will?be?an?added?advantage.
????-?至少2年以上物流或貨代行業(yè)經(jīng)驗(yàn)，最好是客戶訂單流程經(jīng)驗(yàn)。有物流一線商業(yè)團(tuán)隊(duì)經(jīng)驗(yàn)者優(yōu)先考慮。
-Understanding?of?the?shipment?life?cycle?and?roles?of?CS,?cross-functional?stakeholders.
????-?了解運(yùn)輸周期和客戶服務(wù)，跨部門的物流運(yùn)輸行業(yè)從業(yè)者。
-Customer?center?mind-set?with?focus?on?service?orientation
????-?以客戶為中心做好服務(wù)。
-Strong?problem?solving?and?analytical?skills
????-?較強(qiáng)的分析和解決問題的能力
-Ability?to?multi-task,?manage?challenging?deadlines?and?internal/external?customers/colleagues.
????-?有能力完成多項(xiàng)任務(wù)，在規(guī)定期限內(nèi)完成有挑戰(zhàn)性的工作。
-Effective?communication?skills?both?written?and?verbal.
????-?較好的書面和口頭溝通技巧。
-Expertise?in?key?ML?systems?such?as?GCSS,?RKEM,?MARS?and?MePC.
????-?精通馬士基系統(tǒng)例如，GCSS,?RKEM,?MARS?和MePC。