NATURE & SCOPE 岗位性质和范围

To handle 800 Hotline , manage Customer care center’s inbound call traffic , dispatches job to engineers, spare parts information checking, maintains good records of departmental activities. To provide professional and efficient customer service, and service administration support to customers, service team, service dealers and related aspects.

处理800热线，管理客户服务热线的接听畅通，分派工程师工作，零件信息查询，以及部门活动记录。为客户，售后团队，经销商及相关的方面提供专业和高效的客户服务。

MAJOR ACCOUNTABILITIES主要职责

?Take the 800 Hotline & customer call, respond to customer queries/problems by contact with appropriate sources and providing customer with accurate and helpful information that will either provide a resolution or and after sales support to maintain appropriate customer service levels.

接听800热线和客户电话, 用适当的资源回复客户查询/问题，并为客户提供准确和有用的信息, 提供解决方案和售后支持维持适当的客户服务水平。

?Log call in Agfa system and dispatch jobs the engineers and follow up.

登录爱克发系统来调度工程师工作并且进行跟进。

?Manage the service contract, including prepare the contract documentation, system input, filing etc.

管理服务合同,包括准备文档,系统输入,装订等。

?Prepare Spare Parts and Service Quotation and follow up (payment, refund and delivery etc.)

准备备件和服务报价和跟进(付款、退款和交付等)

?Maintains & updates service records and customer machines record in Agfa System and keep good records in customer files.

在爱克发系统中维护和更新服务记录和设备记录，并维护保持良好的客户文档。

?Manage the service report, time sheet and related service documentation and data. Keep check , follow up and offset the spare parts consignment stock.

管理服务报告,工单和相关服务文档和数据。保持检查,跟进和零配件销账。

?Check Spare Parts stock, place Spare Parts order and follow up shipment and arrange spare parts delivery

检查备件,备件订单,跟进和安排备件交付装运

?Provide regular service operation reporting as per the request from the Service desk manager or Service manager

按照客户服务平台经理及售后服务经理的需要, 定期提供相关运营报表

?Provide the necessary administration support to the service team colleagues

为服务团队的同事提供必要的行政支持

?On shift to take customer care centre’ calls during out of office hours.

非工作时间轮班接听客户服务中心热线电话

JOB PROFILE 工作简介(Education & experience necessary for this position)

Education教育

College graduate, preferably in commercial studies with some technical knowledge

大学毕业, 商务及技术背景优先

Experience经验

At least 3 Years working experience, preferably in a multi-national company and working in customer service field.

至少3年工作经验, 有一个跨国公司及客户服务领域工作经验者优先

Specific skills 工作技能 (core competencies, key specialities, technical, human relations or managerial skills, and knowledge areas necessary)

Languages语言: Mandarin & English普通话, 英语

IT-knowledgeIT知识: MS Windows , Office applications, MS Windows、Office 微软办公操作软件

Soft skills软性技能: Good working attitude, Team Player and willing to learn. Can work under pressure and deadlines; good business sense; work for details; able to handle people

良好的工作态度,团队合作精神,愿意学习。适应压力及最后期限下工作; 良好的商业意识; 注重细节; 善于人际交流

Specific skills / other特殊技能/其他: Good telephone manners, Be proficient with Excel

良好的电话礼仪,精通Excel

上班地址：南京西路388号仙乐斯广场15楼