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客户服务代表 (前线) Customer Service Agent（Frontline）（广州） | [查看更多类似职位] |
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工作地点 |
广州 |
发布日期 |
2008-04-27 |
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： 5人 职位描述/要求： 工作地点： 广州 Overall Role Purpose The Customer Service Agent (CSA) is responsible for accepting calls (primarily via the telephone, and including other contact modes like email, fax, etc.) to DHL’s Customer Contact Centre and providing a knowledgeable, courteous, efficient, confident and proactive point of contact for both DHL’s customers and the DHL network. 此岗位任职人负责接待并处理所有DHL客户以电话联络为主的，包括如电子邮件，传真等其他方式对客户联络中心发出的呼叫。旨在成为一个为所有DHL客户及DHL网络提供相关专业知识及优质服务的礼貌，高效，自信及主动的联络点。 Accountabilities DHL customer DHL客户： Primary tasks include accepting and registering bookings for DHL services 首要的工作包括接受并处理客户的预约取件预定，确保在客户服务应用系统上准确、完整输入相关的预定取件信息 Offer alternatives to customers and potentially turn informational calls into sales leads or identify other additional value added services (e.g. SII, TDD, Packing, Jumbo) to customers when opportunities during the course of interaction to secure additional revenue for DHL professionally offer and convince them on the benefits of the services, handle their objections / reservations (if any), and close the deal by successfully secure their purchase of the offered services. 在与客户接触中（主要是通过电话及其他联络方式）挖掘并探询提供客户额外服务及增值服务的销售潜在性，提供客户多种服务解决方案。（如登记销售引导，快件价值保险，TDD定点派送，包装，珍宝箱等）主动进行销售为公司创造额外利润及新收入。以专业的举止建立客户对其将受益于DHL服务的信心，得体地处理客户可能提出的反驳和争议，从而成功促使客户产生购买行为 Respond to customers consistently and confidently by providing accurate information in all aspects such as transit time, prices, custom paperwork requirements, packaging, country-specific requirements (including potential customs clearance delays) simple account and sales question. 通过以专业，自信的举止，统一答复客户在价格，转运时间，清关文件要求，包装，国家地区的特殊限制及要求 （包括可能发生的清关延），简单的帐号及销售咨询，以实现对客户提出的DHL服务咨询的效率回应 Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer varying needs and demands, To show professionalism and enhance customs experience in each contact all the time. 训练有素的专业风范及以客户角度出发的理解力，在处理个别客户不同需求、要求时时刻体现的专业性增强客户的服务体验。 Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ full satisfaction without compromising DHL’s position by over-committing to customers. If necessary, escalate complaints to senior management team to obtain efficient resolution with a purpose of prevent more escalation and avoid reoccurrence. 面临客户投诉时保持镇静，运用相关知识，以专业的风范、自信地处理客户投诉。在不违背DHL条款及过分承诺客户的前提下，采取积极的态度，提供主动行动以利于问题的迅速解决。必要时根据流程向管理团队进行升级，寻求解决方案，避免客户的进一步投诉 Professionally handle TC pickup request from network, assist customer obtain information as required and provide customer with accurate information. 受理网络要求的取件服务；并在客户有相关要求时，协助客户与网络联系获取信息，提供给客户及时准确的信息 Service Improvement Issues 服务提升： Highlight areas for improvement with suggested solutions- to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL 高度关注改善的环节和提升方面- 提供建议性的解决方案旨在提升DHL的流程，技术，服务，以正向地增强客户的服务体验。 Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers. 遵守现有的标准客户服务流程，例如以职能部门手册等方式规定、规范的各项流程和标准，具备辨别客户需求合理性、可能性的判断能力，必要时请示客服经理和主管商定处理方案，在合理范围内以灵活地方式满足客户需求 Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology, and service to positively enhance customers’ experience with DHL. 对需要进一步改善的环节及方面高度关注并提出有效建议，以改善DHL流程，技术及服务。发挥主动性，加强客户与DHL的关系 Driving Customer Service Excellence 驱动优质客户服务： Well adhere to all standards and criteria, good self performance aligned with DHL stipulated standards and service quality, to deliver best-in-class service consistently with a purpose of enhancing service experience in each customer contact. 良好地遵循各项流程标准，以符合DHL全球规范及服务质量标准的个人表现，始终如一地提供优质服务，以正向提升客户每一次联络的体验 Maximising Revenue Generating Opportunities 最大化盈利机会： Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SII, TDD and the use of eCom tools). By proper asking questions, identifying buying signal and proactively offering best products and solutions, to meet various service demands and shipping needs from different customer groups. 识别并扩大具有创造收入的领域，交叉销售服务，包括增值服务（例如SII 、TDD 以及电子商务手段的使用等）。CSA在电话中识别客户的购买信号，主动推荐最适宜的产品，以满足不同客户群的不同发件需求及服务要求 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 Skills技能要求 Typing skills (at least 30 wpm preferable) 打字技能（每分钟30字以上更优） Telephone skills (excellent) 出色的电话接听技巧 Conflict resolution skills (excellent) 出色的解决争端及突发事件的技巧 Technical Skills (Telephone and Order Booking systems preferable) 专业技能 （掌握电话及预约取件系统的使用技能更优） Communication skills - spoken and written (excellent) 出色的书面及口头的沟通技巧 Negotiation and interpersonal skills (excellent) 出色的谈判及人际交往技巧 2 years experience in a Customer Contact Centre or Telesales environment in a service industry (preferable) 两年以上在客户联络中心的工作经验或在服务领域中的电话销售经验（优先） Experience working in teams 具备团队工作的经验 Degree (preferable) or equivalent 本科（优先）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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