呼叫中心客服专员 call center customer service
GENESYS（北京）技术咨询有限公司上海分公司
- 公司规模：50-150人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2015-05-16
- 工作地点：上海-静安区
- 招聘人数：1
- 工作经验：3-4年
- 学历要求：大专
- 语言要求：英语熟练
- 职位月薪：面议
- 职位类别：咨询热线/呼叫中心服务人员 网络/在线客服
职位描述
Responsibilities:
- Deliver a high level of customer service to both internal and external customers meeting required Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)
- Respond efficiently and effectively to all inbound customer communication via any media
- Provide education to clients on InterCall product portfolio or refer to appropriate department
- Report to and assist management in targeting 'at risk' client accounts in order to remain the supplier of choice
- Address customer billing queries or issues
- Take full ownership of customer issues and see them through to resolution. Issues could include any or all of the following :
- Diagnose and troubleshoot basic Web browser, firewall, proxy server issues and other Internet-related issues.
- Diagnose and troubleshoot Genesys Meeting Center audio issues. Research issues as needed.
- Support of Internet based products: Genesys Meeting Centre and IUM
- Follow escalation procedure by redirecting calls to appropriate line manager
- Carry out amendments to account configuration / specification as requested by the client, ensuring that other personnel are kept informed where necessary
- Pro-actively channel client feedback to the appropriate departments within Genesys to help affect change and increase customer satisfaction
- Adhere to all departmental processes and procedures
- Accurately update and maintain databases
- Produce reports on a daily/weekly/monthly basis
- Provide direct secondary support to the Account Set Up team
- Propose enhancements to systems to improve effectiveness and efficiency
- Partake in regular training as required to keep technical skills, customer service skills and product knowledge up to date
Requirements:
1.Language skills
Mandarin native speaker
Excellent oral and written English skill, business fluent level ( in BOLD as the key skills )
2.Field of Experience
Customer service experience
Business to Business experience
3.Expertise
Excellent customer service skills
Excellent written/verbal communication skills
Numerate
Strong attention to details
Strong organizational and time management skills
Excellent interpersonal skills, including conflict resolution
Ability to multi-task
Strong analytical skills - ability to define problems, collect data and draw valid conclusions
Experience and confidence in making decisions
Problem solving/trouble shooting ability
A good Team Player
Flexible/adaptable approach
Ability to work effectively and remain calm under pressure
4.Day-shift working schudeule
8 hours per day between the hours of 7.00am to 7.00pm.
Flexibility is required to meet customer requirements. Public Holiday working is required.
- Deliver a high level of customer service to both internal and external customers meeting required Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)
- Respond efficiently and effectively to all inbound customer communication via any media
- Provide education to clients on InterCall product portfolio or refer to appropriate department
- Report to and assist management in targeting 'at risk' client accounts in order to remain the supplier of choice
- Address customer billing queries or issues
- Take full ownership of customer issues and see them through to resolution. Issues could include any or all of the following :
- Diagnose and troubleshoot basic Web browser, firewall, proxy server issues and other Internet-related issues.
- Diagnose and troubleshoot Genesys Meeting Center audio issues. Research issues as needed.
- Support of Internet based products: Genesys Meeting Centre and IUM
- Follow escalation procedure by redirecting calls to appropriate line manager
- Carry out amendments to account configuration / specification as requested by the client, ensuring that other personnel are kept informed where necessary
- Pro-actively channel client feedback to the appropriate departments within Genesys to help affect change and increase customer satisfaction
- Adhere to all departmental processes and procedures
- Accurately update and maintain databases
- Produce reports on a daily/weekly/monthly basis
- Provide direct secondary support to the Account Set Up team
- Propose enhancements to systems to improve effectiveness and efficiency
- Partake in regular training as required to keep technical skills, customer service skills and product knowledge up to date
Requirements:
1.Language skills
Mandarin native speaker
Excellent oral and written English skill, business fluent level ( in BOLD as the key skills )
2.Field of Experience
Customer service experience
Business to Business experience
3.Expertise
Excellent customer service skills
Excellent written/verbal communication skills
Numerate
Strong attention to details
Strong organizational and time management skills
Excellent interpersonal skills, including conflict resolution
Ability to multi-task
Strong analytical skills - ability to define problems, collect data and draw valid conclusions
Experience and confidence in making decisions
Problem solving/trouble shooting ability
A good Team Player
Flexible/adaptable approach
Ability to work effectively and remain calm under pressure
4.Day-shift working schudeule
8 hours per day between the hours of 7.00am to 7.00pm.
Flexibility is required to meet customer requirements. Public Holiday working is required.
公司介绍
Grow with the World Leader in Conferencing!
About Genesys
Genesys Conferencing is the leading conferencing service provider, offering integrated web, video and audio conferencing services to thousands of organizations worldwide. Since established in 1986, the company`s strategy has been built on continuous product innovation. With one of the largest and strongest R&D organizations in the industry, Genesys launched the world’s first fully automated audio conferencing service in 1989 and the first conferencing management software in 1995. The flagship product, Genesys Meeting Center was the sole unified & multimedia conferencing solution with global support when it was released in 2002. As of May 31, 2008 Genesys became a part of InterCall, the world's largest conferencing provider.
For more information on Genesys, please visit our website http://www.genesys.com/
关于Genesys
Genesys Conferencing公司是全球领先的会议通信服务提供商，为世界范围的数千家企业提供专业集成的网络、视频和语音会议服务。
自1986年创建以来，Genesys Conferencing公司一直致力于不间断的产品创新和开发，拥有业界规模最大、实力最强的研发机构。早在1989年，Genesys便研制了世界上第一套全自动语音会议系统，并成功投放市场。在1995年，又推出了第一套电话会议管理软件。2002年，旗舰产品Genesys Meeting Center（Genesys会议中心）问世，成为当时业界唯一一个集语音、互联网和桌面视频为一体的、可享受全球支撑的综合性会议解 决方案。2008年5月31日，Genesys成为了全球最大的会议通信服务提供商 Intercall的一部分。
更多信息,请关注我们的网站 http://www.genesys.com
About InterCall
InterCall is the largest conferencing and collaboration provider, focusing on multimedia meeting solutions, unified communications tools and event services. On the strength of the most advanced technologies and superior service worldwide, InterCall stands renowned in the Industry for years. We offer the widest variety of seamless collaboration and service delivery to 80 percent of Fortune 500 companies and 50 percent of Fortune 1000 companies with our range of audio, web and video conferencing services. Recent years continually witnessed InterCall as the winner of Conferencing Provider of the Year by Frost & Sullivan. We are dedicated to on-going development of technology, and have entered strategic partnership with Cisco, IBM？, Adobe？ and Microsoft？ to strive for the maximum efficient conferencing options and greater flexibility.
For more information on InterCall, please visit our website – www.intercall.com .
关于InterCall
InterCall是全球最大的会议与协作服务供应商，致力于提供易于使用的先进音频、活动、网络和视频会议解决方案。凭借先进的技术和强大的服务，我们在全球多方会议和协作服务领域内建立并保持了良好的声誉，为包括世界500强中80%和1000强中50%以上的公司等客户提供音频，网络和视频会议服务。近年来我们多次荣膺 Frost & Sullivan亚太/北美地区年度会议服务供应商。我们十分重视并持续投资于技术研发，与Cisco, IBM？, Adobe？ and Microsoft？ 等合作伙伴建立了长期战略关系，力争不断为客户提供更为高效灵活的会议解决方案。
更多信息，请关注我们的网站 www.intercall.com
Do you like a challenge more than just a job? How about being on the forefront of innovation? Or being part of an industry leading team that helps businesses succeed? …… We can help you!
想要一个挑战而非仅仅一份工作？想要始终站在创新前沿？还是想要成为行业领袖的一员创造更多价值? ……我们将助您一一实现！
As the world’s largest conferencing provider, we are dedicated to provide innovative and practical communication solutions through a highly engaged and talented workforce enabling collaboration for people and businesses anywhere, anytime. InterCall prides itself on attracting and growing talents to assist the company in maintaining its position as the leading global conference provider. Being part of Intercall enable you to expect:
作为世界上最大的会议通讯服务商，我们致力于通过优秀的员工和不断创新，可操作的解决方案，来促成世界范围内的，无障碍的实时沟通与协作。我们一直以来以不断吸引和发展人才为荣，这也正是我们得以始终保持业内领导者地位的原因。加入Intercall, 您将能期待：
- Equal Employment Opportunity
公平就业机会
- Unmatched, professional training
独到的专业培训
- Numerous career growth opportunities
多样的职业发展机会
- Dynamic, harmonious work environment
灵活、和谐的工作环境
- Open communication channels
开放畅通的交流途径
- Multiple incentive programs
多种激励机制
- Competitive compensation
有竞争力的薪资福利
- Lifestyle initiatives
倡导工作与生活的平衡
About Genesys
Genesys Conferencing is the leading conferencing service provider, offering integrated web, video and audio conferencing services to thousands of organizations worldwide. Since established in 1986, the company`s strategy has been built on continuous product innovation. With one of the largest and strongest R&D organizations in the industry, Genesys launched the world’s first fully automated audio conferencing service in 1989 and the first conferencing management software in 1995. The flagship product, Genesys Meeting Center was the sole unified & multimedia conferencing solution with global support when it was released in 2002. As of May 31, 2008 Genesys became a part of InterCall, the world's largest conferencing provider.
For more information on Genesys, please visit our website http://www.genesys.com/
关于Genesys
Genesys Conferencing公司是全球领先的会议通信服务提供商，为世界范围的数千家企业提供专业集成的网络、视频和语音会议服务。
自1986年创建以来，Genesys Conferencing公司一直致力于不间断的产品创新和开发，拥有业界规模最大、实力最强的研发机构。早在1989年，Genesys便研制了世界上第一套全自动语音会议系统，并成功投放市场。在1995年，又推出了第一套电话会议管理软件。2002年，旗舰产品Genesys Meeting Center（Genesys会议中心）问世，成为当时业界唯一一个集语音、互联网和桌面视频为一体的、可享受全球支撑的综合性会议解 决方案。2008年5月31日，Genesys成为了全球最大的会议通信服务提供商 Intercall的一部分。
更多信息,请关注我们的网站 http://www.genesys.com
About InterCall
InterCall is the largest conferencing and collaboration provider, focusing on multimedia meeting solutions, unified communications tools and event services. On the strength of the most advanced technologies and superior service worldwide, InterCall stands renowned in the Industry for years. We offer the widest variety of seamless collaboration and service delivery to 80 percent of Fortune 500 companies and 50 percent of Fortune 1000 companies with our range of audio, web and video conferencing services. Recent years continually witnessed InterCall as the winner of Conferencing Provider of the Year by Frost & Sullivan. We are dedicated to on-going development of technology, and have entered strategic partnership with Cisco, IBM？, Adobe？ and Microsoft？ to strive for the maximum efficient conferencing options and greater flexibility.
For more information on InterCall, please visit our website – www.intercall.com .
关于InterCall
InterCall是全球最大的会议与协作服务供应商，致力于提供易于使用的先进音频、活动、网络和视频会议解决方案。凭借先进的技术和强大的服务，我们在全球多方会议和协作服务领域内建立并保持了良好的声誉，为包括世界500强中80%和1000强中50%以上的公司等客户提供音频，网络和视频会议服务。近年来我们多次荣膺 Frost & Sullivan亚太/北美地区年度会议服务供应商。我们十分重视并持续投资于技术研发，与Cisco, IBM？, Adobe？ and Microsoft？ 等合作伙伴建立了长期战略关系，力争不断为客户提供更为高效灵活的会议解决方案。
更多信息，请关注我们的网站 www.intercall.com
Do you like a challenge more than just a job? How about being on the forefront of innovation? Or being part of an industry leading team that helps businesses succeed? …… We can help you!
想要一个挑战而非仅仅一份工作？想要始终站在创新前沿？还是想要成为行业领袖的一员创造更多价值? ……我们将助您一一实现！
As the world’s largest conferencing provider, we are dedicated to provide innovative and practical communication solutions through a highly engaged and talented workforce enabling collaboration for people and businesses anywhere, anytime. InterCall prides itself on attracting and growing talents to assist the company in maintaining its position as the leading global conference provider. Being part of Intercall enable you to expect:
作为世界上最大的会议通讯服务商，我们致力于通过优秀的员工和不断创新，可操作的解决方案，来促成世界范围内的，无障碍的实时沟通与协作。我们一直以来以不断吸引和发展人才为荣，这也正是我们得以始终保持业内领导者地位的原因。加入Intercall, 您将能期待：
- Equal Employment Opportunity
公平就业机会
- Unmatched, professional training
独到的专业培训
- Numerous career growth opportunities
多样的职业发展机会
- Dynamic, harmonious work environment
灵活、和谐的工作环境
- Open communication channels
开放畅通的交流途径
- Multiple incentive programs
多种激励机制
- Competitive compensation
有竞争力的薪资福利
- Lifestyle initiatives
倡导工作与生活的平衡