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台灣屈臣氏個人用品商店股份有限公司 - 客服副理- Call Centre Deputy Manager

http://bit.ly/1TmJrs4

工作說明：

1. To lead, manage and supervise in-house customer service team and outsourced call center agency to maintain and enhance customer service level to meet company KPI

2. To report and analysis regularly, with insight and actions to be communicated to all relevant departments in order to improve business procedures and enhance customer satisfaction

3. To train customer service staff by giving necessary coaching, issue-resolving training, guidance and assistance regularly

4. To implement, execute or refine company customer service procedures and policies to handle customer claims and crisis

5. Cross-department communication and coordination to solve and prevent customer complaints

工作地點：

台北市松山區 八德路四段760號11樓之1

工作時間：

日班

工作性質：

全職

職務類別：

客服主管

工作待遇：

面議

需求人數：

1人

管理人數：

10人以內

到職日期：

一個月內

職缺更新：

2015/12/18

求才條件

身份類別：

不拘

學歷限制：

高中職 以上畢業

科系限制：

不拘

工作經驗：

8年以上工作經驗

語言能力：

英文 聽:中等 說:中等 讀:精通 寫:精通

附加條件：

1. You strive to ensure smooth process management and execution of all customer service responsibilities and tasks

2. You are responsible to partner call centre vendor to drive the fulfillment of KPIs and goals

3. You are responsible for timely follow ups of all major and minor customer issue cases and resolve them with the balance of both company and customer interests; preventing recurrence and media crisis

4. You are responsible for budget utilization and control of call centre fees and goodwill cost

5. You lead the processes that impact customer issues, resolving them with the right SOPs and escalation processes communicated to all related departments to crisis manage current issues and prevent future issues

6. You are responsible for ensuring all customers dissatisfaction issues as a result of store, EC, general operations, , members, product etc. etc. are disseminated and communicated at appropriate forums

Requirement

7. University or diploma graduate

8. At least 8 years expertise of customer service /call center operation and management, preferably from a call centre or company environment (telco, bank, retailer etc)

9. Excellent communicator and team leader

10. Innovative and passionate in customer service

11. Well-presented, polite and tactful

12. Fluent in mandarin and native mandarin. Decent level of written English

13. Willing and capable to conduct multiple tasks under time pressure, and have good project management skills

14. Familiar with MS office (excel, power point, and word)

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