Main Responsibility： ? Deploy Customer Service strategy and transformation initiatives in CS China. Lead CS China team, enable them to manager customer relationship regarding sales orders and support commercial strategy from sales planning to delivery, driving profitability and customer satisfaction goals. ? Drive and enable CS team to execute contract and order management, order fulfillment and billing tasks, engaging other function teams when needed. Creating effective customer service procedures, policies, and standards. Promote regional standardization for transactional system, capabilities, and support processes. ? Identify improving areas and lead innovation & continuous optimization projects to achieve efficiency competitiveness and differentiated customer experience. Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis. ? Shape a high performance and engaged organization to realize the service level upgrading and deliver value to internal and external customers. Assessing service statistics and preparing detailed reports on your findings. ? Supervising day-to-day operations in the customer service department. Responding to customer service issues in a timely manner. ? Maintaining accurate records and documenting all customer service activities and discussions. ? Managing the approved budget of the customer service department.
任职资格 Requirement： ? Bachelor’s degree in business administration or relevant field. ? A minimum of 7 years of proven experience in a customer service position. ? Strategic and logical thinking. Competence to grasp an overview on complex subjects and to deduce operational activities. Strength in problem solving, to set priorities and allocate resources as required. ? Proficiency in Microsoft Office and customer service software. ? Outstanding written and verbal communication skills in both Chinese and English. ? Good understanding of management practices and techniques. ? Excellent leadership and interpersonal skills.
