岗位职责：

1. Has intimate knowledge of customer needs and ability to provide solutions.

熟知客户的需求并具备提供解决方案的能力

2. To develop and implement service initiatives to improve the customer experience.

发展和贯彻服务改善计划，以提升客户体验。

3. Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.

遵守客户服务的政策和流程，在同客户的每一次交涉中都使客户满意度最大化。

4. Analyze sources of service failures, identify probable root causes and recommend solutions.

分析服务失败的源头，找出可能的根本性原因并推荐解决方案。

5. Continuously encourage//enable customer service team members to solve customer inquiries and complaints.

坚持鼓励/帮助客服团队的成员解决客户的查询和投诉。

6. Manage daily customer c complaints and ensure timely resolution.

管理客户的日常投诉并保证及时解决。

7. Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.

管理全球案例系统，保证客户的全部查询和要求都录入系统并在必须的服务等级协议框架内解决问题。

8. Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.

发展并辅导客服团队的成员如何处理客户的要求，查询和投诉。

9. Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.

定期与客户互动，了解和回应他们的需求并获得客户对我司已提供服务的反馈。。

10. Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implement ting those improvements.

监控对服务需求的变化，联络客户和前锋线员工，以明确需要改进的地方并就服务提高和如何执行这些提高做出建议。

11. Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers.

负责SRN的创建和跟进，为现金客户跟进各种案例或投诉。

12. Other duties as assigned.

完成上级布置的其他工作。

任职要求：

• Above 6 years’ experience in a related field

6年以上相关工作经验,优先考虑快递及物流行业有经验人士。

• Bachelor degree in business or related fields.

商务或相关专业本科学历

• English proficiency.

英语水平流利

• Computer Proficiency: MSS office Applications ( Word, Excel, Power Point & Outlook)

计算机水平： 会使用MS office（Word, Excel, Power Point和Outlook）