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| 搜索工作首页 > TNTChina > NRH200807CSSupport客服后卫线服务代表 |
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NRH200807CSSupport客服后卫线服务代表 |
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| NRH200807CSSupport客服后卫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 complaint-handling responsibilities. ·Experience in communicating with different cultures and/or countries ·PC skills: demonstrates familiarity with use of PC equipment and software. ·Communication skills – verbal and written: communicates effectively with customers and colleagues. ·Typing skills: ability to type with speed and accuracy. ·Language skills: mastery of the English language both verbal and written. ·Basic knowledge of CIT applications Main Responsibilities: Proactivity ·Proactively investigates potential service failures and liaises with other departments in order to determine impact on the customer needs based on the service selected ·Proactively takes actions, where applicable, to solve service issues. ·Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions. ·Ensures that solutions meet customer and business needs. ·Applies Service Recovery, where appropriate, in line with customer expectations and company policies. ·Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy. Complaints management ·Researches problem shipment information. ·Liaises with internal departments to find potential solutions that meet the needs of the customer. ·Provides regular updates to the customer in line with the agreed call back times and preferred communication channel. ·Verifies customer requirements and agrees on suitable solution. ·Complies with all relevant policies and procedures. Internal communication ·Complies with the Internal Communication and Escalation Policy ·Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient. ·Follows up within the agreed times frame until an appropriate response has been received. ·Responds to all received information requests in a timely, complete and professional manner. ·Provides timely, complete and professional responses to customers. Administration ·Records and completes complaint files to closing point, including Service Recovery data entry requirements. ·Records undeliverable/unsendable solutions to hand over to operations. ·Prepares and distributes Customer letters if required 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： |