招聘职位：粤语客服代表 （帮人发）
职位:NCR粤语客服
工作地点:上海浦东新区
公司名称:NCR China
公司简介：NCR公司（纽约证券交易所股票代码为NCR）是全球关系管理技术(RelationshipTechnology™)解决方案领导供应商，为全球零售、金融、传讯、制造、旅游、交通及保安等客户提供服务。NCR公司总部设于美国俄亥俄州戴顿市，在全球超过100个国家拥有29,600名员工。2008年<财富>美国世界500强,名列第391名。
招聘职位：粤语客服代表
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The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.
Education and Experience Requirements
• One to two years experience in the area of Customer Service and Support preferred
• Basic PC literacy
• Keyboard proficiency
• Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
• Understanding of Windows-based applications/tools
• Relationship building skills
• Excellent communication skills, verbal and written as well as listening skills
Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
• Accept ownership of work orders routed to CALL MANAGEMENT
• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
• Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
• Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
• Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
• Performing predefined start and end of day processes within the CALL MANAGEMENT.
• Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
• Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory.
• Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory.
• Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers.
• Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload.
• Ensuring the correct and timely closure and completion of all work orders
• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.
• Provide parts management/coordination (working with Logistics for SLA’S) as assigned
Scope
Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions
Work Environment
• The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations
• The position involves prolonged periods of PC and telephone usage.
• The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders
• The Service Coordinator works in a team environment and interacts with multiple internal customers.
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招聘人数： 若干
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工作地点： 上海市-浦东新区
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薪酬福利： 面议
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联系方式： 如您对此份工作感兴趣，请将您的简历发送至:Spring.Wang@ncr.com ,标注主题“ CCC+ 您的名字”
新人发一池，帮忙发的。 又系鸡肠唔识距，不过个邮箱名好给力啊{:soso_e120:} 要不要帮手翻译，免得求职的人不懂{:soso_e128:} 呢个招聘首先要识英文咯 楼主呵
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