【职位描述】
1. Answer 400 hotline to offer guidance or solutions for enquiry from customer.
2. Make calls to customer for on-site service follow-up when necessary in order to improve customer satisfaction.
3. Maintain a good relationship with customers, respond to customer needs efficiently, communicate and coordinate with relevant departments to reach a consensus.
4. Responsible for the daily coordination of call center including shift scheduling, solve problems in a timely manner etc., supervise and provide instruction to agent including service quality inspection, monitoring work efficiency etc.,
5. Assist on call center SOP update and establishment.
6. Review daily service data, analyze and make improvement plan accordingly.
7. Complete customer care monthly report.
8. Assist in coordination with 3rd party supplier, improve their quality delivery and customer satisfaction to ensure hotline system operation.
9. Collect internal and dealer’s requirement for system, collate & analyze it; coordinate and work with supplier to develop system enhancement.
10. Other task assigned by line manager.
1、接听400热线，为客户咨询提供指导或解决方案。
2.必要时致电客户进行现场服务跟进，以提高客户满意度。
3.与客户保持良好关系，高效回应客户需求，与相关部门沟通协调，达成共识。
4.负责呼叫中心的日常协调，包括排班、及时解决问题等，监督并向代理人提供指示，包括服务质量检查、监控工作效率等。，
5.协助呼叫中心SOP的更新和建立。
6.审核日常服务数据，分析并制定相应的改进计划。
7.完成客户关怀月报。
8.协助与第三方供应商协调，提高他们的交付质量和客户满意度，以确保热线系统的运行。
9、收集内部及经销商对系统的需求，整理分析；协调并与供应商合作开发系统增强功能。
10、直线经理安排的其他任务。

【任职要求】
1. Bachelor degree in business management, medical background preferred
2. At least 5 years’ work experience in customer service, 3-year call center
3. Familiar with the telephone answering skills and KPI of call center
4. Good interpersonal and communication skills
5. Proactive, self-motivated, good time management and problem solving ability
6. Be sensitive to data and capable of data analysis in-depth
7. Fluent in Microsoft application, in particular with Excel operation
8. Sales force/SAP experience is a plus
1.工商管理学士学位，医学背景优先
2.至少5年客服工作经验，3年呼叫中心工作经验
3.熟悉呼叫中心的电话接听技巧和KPI
4.良好的人际关系和沟通能力
5.积极主动，有上进心，有良好的时间管理和解决问题的能力
6.对数据敏感，能够深入分析数据
7.熟练使用Microsoft应用程序，尤其是Excel操作
8.销售人员/SAP经验优先