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【職位描述】 1. Answer 400 hotline to offer guidance or solutions for enquiry from customer. 2. Make calls to customer for on-site service follow-up when necessary in order to improve customer satisfaction. 3. Maintain a good relationship with customers, respond to customer needs efficiently, communicate and coordinate with relevant departments to reach a consensus. 4. Responsible for the daily coordination of call center including shift scheduling, solve problems in a timely manner etc., supervise and provide instruction to agent including service quality inspection, monitoring work efficiency etc., 5. Assist on call center SOP update and establishment. 6. Review daily service data, analyze and make improvement plan accordingly. 7. Complete customer care monthly report. 8. Assist in coordination with 3rd party supplier, improve their quality delivery and customer satisfaction to ensure hotline system operation. 9. Collect internal and dealer’s requirement for system, collate & analyze it; coordinate and work with supplier to develop system enhancement. 10. Other task assigned by line manager. 1、接聽400熱線，為客戶咨詢提供指導或解決方案。 2.必要時致電客戶進行現場服務跟進，以提高客戶滿意度。 3.與客戶保持良好關系，高效回應客戶需求，與相關部門溝通協調，達成共識。 4.負責呼叫中心的日常協調，包括排班、及時解決問題等，監督并向代理人提供指示，包括服務質量檢查、監控工作效率等。， 5.協助呼叫中心SOP的更新和建立。 6.審核日常服務數據，分析并制定相應的改進計劃。 7.完成客戶關懷月報。 8.協助與第三方供應商協調，提高他們的交付質量和客戶滿意度，以確保熱線系統的運行。 9、收集內部及經銷商對系統的需求，整理分析；協調并與供應商合作開發系統增強功能。 10、直線經理安排的其他任務。 【任職要求】 1. Bachelor degree in business management, medical background preferred 2. At least 5 years’ work experience in customer service, 3-year call center 3. Familiar with the telephone answering skills and KPI of call center 4. Good interpersonal and communication skills 5. Proactive, self-motivated, good time management and problem solving ability 6. Be sensitive to data and capable of data analysis in-depth 7. Fluent in Microsoft application, in particular with Excel operation 8. Sales force/SAP experience is a plus 1.工商管理學士學位，醫學背景優先 2.至少5年客服工作經驗，3年呼叫中心工作經驗 3.熟悉呼叫中心的電話接聽技巧和KPI 4.良好的人際關系和溝通能力 5.積極主動，有上進心，有良好的時間管理和解決問題的能力 6.對數據敏感，能夠深入分析數據 7.熟練使用Microsoft應用程序，尤其是Excel操作 8.銷售人員/SAP經驗優先