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| 搜索工作首页 > TNTChina > NRH200806CSFrontline客服前锋线服务代表 |
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NRH200806CSFrontline客服前锋线服务代表 |
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| NRH200806CSFrontline客服前锋线服务代表职位说明及要求 | |
Job Requirement ·High school qualification. ·English language certification. ·One-year experience in a customer service environment, including selling responsibilities. ·PC skills: demonstrates familiarity with use of PC equipment and software ·Communication skills – verbal and written: communicates effectively with customers and colleagues. ·Selling skills: ability to up-sell and convert enquiries. ·Typing skills: ability to type with speed and accuracy. ·CIT skills: demonstrates familiarity with TNT’s standard CIT tools and services Main Responsibilities: Inbound transactions ·Answer the telephone in accordance to the TNT Express telephone policy. ·Proactive approach to customer requirements based on historic transactions, if applicable. ·Proactively provide customers with accurate product and pricing information based on their needs. ·Proactively ensure that customers are aware of necessary paperwork and any special instructions. ·Communicate accurate and complete shipments statuses from the track and trace system. ·Provide first line support on how to use TNT´s self service tools and services (IVR and web services) ·Provide solutions and alternatives based on customer needs. ·Where first call resolution cannot be achieved communicates the appropriate call back time to the customer, and ensures this is in line with agreed timeframes of the Support team or other departments. Revenue retention ·Conversion of price and transit time enquiries into bookings. ·Promote premium products based on customer needs. ·Pass unconverted price enquiries to sales via leads with accurate information. ·Promote CIT applications and self-service to customers. Outbound transactions ·Check collection availability from sending customer and arrange consignment note completion. ·Check exceptions regularly and proactively call customers to advise of collection problems. ·Resolve booking exceptions as required. Administration ·Accurately enter the required data into the booking system to facilitate correct and complete consignment collection. ·Record accurate details for the Support team follow-up where first call resolution cannot be achieved. ·Record accurate details where follow up by another department is required. ·Where an enquiry is not converted, ensure all system entries are complete so accurate Sales follow up can occur. Health & Safety ·Comply with the company‘s health, safety and environmental standards responsibilities as identified within TNT Express management systems 工作地点： 地址：北京市顺义区顺平路物流园8街9号 邮政编码：101300 |
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电子邮箱：nrhr@tnt.com 公司网址： |