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，管理客戶服務熱線的接聽暢通，分派工程師工作，零件信息查詢，以及部門活動記錄。為客戶，售后團隊，經(jīng)銷商及相關的方面提供專業(yè)和高效的客戶服務。
MAJOR?ACCOUNTABILITIES主要職責
?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800熱線和客戶電話,?用適當?shù)馁Y源回復客戶查詢/問題，并為客戶提供準確和有用的信息,?提供解決方案和售后支持維持適當?shù)目蛻舴账健?br />?Log?call?in?Agfa?system?and?dispatch?jobs?the?engineers?and?follow?up.
登錄愛克發(fā)系統(tǒng)來調(diào)度工程師工作并且進行跟進。
?Manage?the?service?contract,?including?prepare?the?contract?documentation,?system?input,?filing?etc.
管理服務合同,包括準備文檔,系統(tǒng)輸入,裝訂等。
?Prepare?Spare?Parts?and?Service?Quotation?and?follow?up?(payment,?refund?and?delivery?etc.)
準備備件和服務報價和跟進(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.
在愛克發(fā)系統(tǒng)中維護和更新服務記錄和設備記錄，并維護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.
管理服務報告,工單和相關服務文檔和數(shù)據(jù)。保持檢查,跟進和零配件銷賬。
?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,跟進和安排備件交付裝運
?Provide?regular?service?operation?reporting?as?per?the?request?from?the?Service?desk?manager?or?Service?manager
按照客戶服務平臺經(jīng)理及售后服務經(jīng)理的需要,?定期提供相關運營報表
?Provide?the?necessary?administration?support?to?the?service?team?colleagues
為服務團隊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.
非工作時間輪班接聽客戶服務中心熱線電話
JOB?PROFILE?工作簡介(Education?&?experience?necessary?for?this?position)
Education教育
College?graduate,?preferably?in?commercial?studies?with?some?technical?knowledge
大學畢業(yè),?商務及技術背景優(yōu)先
Experience經(jīng)驗
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,?有一個跨國公司及客戶服務領域工作經(jīng)驗者優(yōu)先
Specific?skills?工作技能?(core?competencies,?key?specialities,?technical,?human?relations?or?managerial?skills,?and?knowledge?areas?necessary)
Languages語言:?Mandarin?&?English普通話,?英語
IT-knowledgeIT知識:?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,團隊合作精神,愿意學習。適應壓力及最后期限下工作;?良好的商業(yè)意識;?注重細節(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