Customer Service Manager(SH Branch)(China)
Responsibilities:
In this position, you will be managing the Customer service department. Your responsibilities will include but not be limited to:
•To manage telephone access in order to ensure it is easy for the customers to contact Customer Service.
•To ensure effective sourcing, induction and training in order to develop the right quality of Customer Service Staff and achieve customer satisfaction.
•Pro-activity and Relationship Management: To manage relationships in order to create and maintain partnerships between Customer Service and external customers.
•To ensure the provision of timely, accurate and relevant information to our external customers in order for them to purchase/re-purchase our services.
•To improve customer satisfaction by the provision of actionable data to the organisation and to identify areas for process improvements, in order to ensure continuous improvement of customer satisfaction.
•To ensure the provision of timely, accurate and complete information to our internal customers, in order to pick-up, transport, invoice and follow up customer¡¯s orders.
•To ensure consistently high standards of staff performance, good results and continuous improvement through effective communication and teamwork.
Requirements:
•Bachelor degree & above
•Above 6 years working experience in multi-national company environment, and experience in logistics & express is prior considered
•Above 3 years¡¯ management experience in Sales or Customer Service is prior considered
•Excellent knowledge of service industry Call/Customer Service Centre operations
•Full knowledge and understanding of products and services offered
•Monitoring and reporting of business results and KPIs
•Proactive and customer focus
•Effective communication and presentation skills
•Effective training and coaching skills
•Problem solving techniques
•Fluency in English and Mandarin (Both written and spoken)
* Please send us your complete resume to: ‘topjob_mkt104sh@dacare.com’