Key responsibilities 主要职责:

1. Has intimate knowledge of customer needs and ability to provide solutions.

   具备客服的丰富知识以及能力来提供方案。

2. Work with the Nationwide Customer Service Manager to develop and implement service initiatives to improve the customer experience.

   配合全国客服经理发展和贯彻服务的主动性，以提升客户的满意度。

3. Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.

   秉承客户服务的策略和程序，在每项客户事务处理中***化地使客户满意。

4. Analyze sources of service failures, identify probable root causes and recommend solutions.

   分析失败案例的源头，找出可能的根源并推荐解决方案。

5. Continuously encourage//enable customer service team members to solve customer inquiries and complaints.

   坚持鼓励/激励客服团队的成员解决客户提出的询问和投诉。

6. Manage daily customer c complaints and ensure timely resolution.

   处理每天的客户投诉并确保提供及时的解决方案。

7. Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.

   处理全球系统案例并保证客户的询问和请求录入系统，根据要求的服务等级协议解决问题。

8. Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.

   发展并指导客服团队的成员如何处理客户的要求，请求和投诉。

9. Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.

   定期与客户互动，了解和回应他们的需求以及得到对做出服务的反馈。

10. Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implement ting those improvements.

    关注服务变化的需求，联络客户和一线人员，以明确需要改进的地方并就服务提高和如何执行这些提高做出建议。

11. Other duties as assigned.

    完成上级布置的工作。

    Requirements 资质要求:

• Bachelor degree in business or related fields.

  商务或相关专业本科学历

• English proficiency.

  英语水平优秀（口语需流利）

• Computer Proficiency: MSS office Applications ( Word, Excel, Power Point & Outlook)

  计算机水平： 会使用MS office（Word, Excel, Power Point和Outlook）

• 3 -5 years’ experience in a related field

3-5年相关工作经验