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重要客户支持专员 Key Account Support Executive（广州） | [查看更多类似职位] |
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工作地点 |
广州 |
发布日期 |
2008-04-25 |
工作年限 |
1年经验 |
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薪水范围 |
面议 | 学历要求 | 大专 |
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| 职位描述 |
职位类别： 客户服务/技术支持 工作地点： 广州 发布日期： 2008-04-24 工作经验： 1-3年 最低学历： 大专 管理经验： 否 工作性质： 全职 招聘人数： 1人 职位描述/要求： 工作地点： 广州 Overall Role Purpose To support and provide best-in-class customer services to DHL Global and Local Advantage Account customers 保证向全国范围内的全球重要客户及本地重要客户提供最优质的大客户服务 Accountabilities Operation management 运营管理： Coordinate with Nat"l SLS, GCS and OPS to define and update China Key Account Support Service Categories and application standards, and communicate with area key account support team 和全国销售，物流，作业等部门协作，确定、更新中国大客户支持服务的种类以及申请标准，并对区域大客户支持团队进行沟通 Evaluate, assess the quality of area key account support service, provide improvement recommendation to national key account support manager 评估区域大客户支持的服务质量，为全国大客户支持经理提出改进建议 Assist national key account support manager to continuously review and improve existing CS KAS handling processes in country level to ensure relevance to the dynamic business environment, and communicate with area key account support team to implement 协助全国大客户支持经理不断审查和改进现存的大客户支持流程，保证其和业务环境的适应性，并和区域大客户支持团队进行沟通，并督促实施 Assist national key account support manager to design and maintain the Section Manual Books (e.g. China KAS Manual) and educate area key account support team 协助全国大客户支持经理设计和维护大客户支持工作手册，并对区域大客户支持团队进行培训 To closely work and coordinate with National Global Account Team and the related departments to work out the best Customer Service Solution for the selected key accounts. 需与全国全球客户组及相关部门密切合作，并为选定的重要客户制定最佳客户服务解决方案。 To properly handle key account complaints that cannot be solved by area key account support team and feed back relevant information to national key account support manager in order to take effective actions to solve them. 得体地处理区域重要客户支持组无法解决的重要客户投诉，并把相关的信息反馈给全国大客户支持经理以便采取有效方法解决问题 Assist national key account support manager to evaluate, improve and enhance key account management service to achieve competitive advantage and explore new business opportunity 协助全国大客户支持经理确保事先承诺的服务标准及服务指标的持续达成，并通过回顾使其不断完善以具竞争优势 Assist national key account support manager to ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings 协助全国大客户支持经理确保贯彻并达到预先订立的服务标准，并进行审核，从而反映竞争性服务的改善情况 Co-ordinate and liaise with relevant staff within the DHL Network to ensure effective delivery of Key Accounts customer services. 在DHL网络内部与相关人员进行沟通及协调以确保始终如一地提供重要客户服务 Incentive program design 激励机制设计： Assist national key account support manager to design and update the incentive plan for key account support staff 协助全国大客户支持经理设计、维护大客户支持员工的激励计划 Customer service quality monitoring 客户服务质量监控： Monitor, and audit the service quality of area key account support team by assessment 通过评估，审计区域大客户支持团队的服务质量 Project localization and implementation 项目本地化和实施： Assist national key account support manager to localize AP key account support project in three area key account support team 协助全国大客户支持经理将亚太区的大客户支持相关的项目在三个区域的大客户支持团队进行本地化实施 Customer Interface 客户层面上的接触 Interact with external customers in a professional manner, and collaborate with customers in developing a continuing business partnership. 为了保持并持续发展业务伙伴关系，以专业的风度与外部客户接触、合作。 Gathering key account customers’ feedback that is channelled through Key Account Support Sections, giving analysis and assisting in providing solutions in order to consistently drive and facilitate service and quality improvements within Key Account Support Teams, and in other areas of the company and network. 对通过重要客户支持渠道获取的重要客户反馈进行收集，予以分析，提供相应的解决方案以实现在重要客户支持层面上，公司其他部门及DHL网络内持续提升重要客户服务质量。 Function as the high contact point for escalated complaints, urgent cases from key account customers or other internal function depts., and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to key account customers issues within promised timeframe. 在重要客户支持层面上，作为客户升级投诉，紧急案例的升级联络点，以专业的风范有效地处理类似按理，对客户的事情主动表示关注并在承诺的时间段内给予积极回应 Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions 在职者没有向其直接汇报的员工，没有管理权限。但在职者必须由能力影响他人决策和行动 Skills / Qualifications Presentation skills (good) 演示技能(优良) Customer-facing and interaction skills (excellent) 面见客户与沟通技能（优秀） Software skills (Word, Excel, PowerPoint, etc.) (excellent) 软件操作技能（Word, Excel和PowerPoint等）（优秀） Software skills (DHL Systems) (preferable) 软件技能（DHL系统）（优先） Communication skills, spoken and written (excellent) 沟通技能，口语与书面（优秀） Negotiation and interpersonal skills (excellent) 谈判与处理人际关系技巧（优秀） Analytical, organisational and motivational skills (excellent) 分析、组织与激励能力（优秀） Project management skills (good) 项目管理技能（优良） 3 years experience in a management capacity in Key Account Management 3年大客户管理经验 Degree in Business (or related discipline) or equivalent 商学学士（或相关学科）或同等学历 联系方式： 有意者请将简历发送至： recruit.south@dhl.com .
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