The Quality and Service management service is leading the quality and service team. This role develops and manages processes and quality policies related to member fulfilment, member relations and member support. This role also takes care of CIC performance, steer the CIC vendor, quality control, manage backend features development derived from member feedback, operation budget and cost reporting, and other projects needed.
Quality and Service management service:
？ Steer CIC performance and vendor
？ Steer all member feedback and manage customer complaints
？ Define, implement and optimize overall operations processes and structures
？ Compile and analyze member feedback to provide guidance and suggestion to internal teams including but not limited to Product Development, Tech, and Marketing
？ Establish guidelines and best practices related to member communication for all contact channels
？ Establishes a quality control for all processes and all vendors, e.g. QC on CIC and mystery shopping on driver vendor.
？ Learn and implement security measurement requested by the government departments
？ Support City operation manager for Crisis management
？ Act as a CoC for operation team
2 SERVICE QUALIFICATION
MEMBER MANAGEMENT.
？ Very good knowledge of the City of Chengdu and advanced local network.
？ Proven track record in service for business travel, mobility services, automotive, hotel or real estate industry.
？ Proficiency in MS Office.
？ Proven track record in cooperation management.
？ Communicate effectively and efficiently via phone, e-mail, and in-person meetings.
？ Customer orientation and an assertive, professional and appealing behavior.
？ Talent in communication, outgoing, personable and proactive.
？ Very receptive and a fast learner.
？ Excellent written, verbal and interpersonal skills.
？ Leader personality.
？ Professional English speaking and writing skills.
？ Ability to work evenings and weekends.
质量和服务管理服务领导着质量和服务团队。 开发和管理客服人员职责履行，客户服务和客服相关的流程和质量控制。 负责CIC绩效，指导CIC供应商，质量控制，管理来自客户反馈，运营预算和成本报告以及所需的其他项目的后端功能开发。

工作地点：成都市高新区交子大道365号中海国际中心F座

上班地址：娄山关路523号上海金虹桥国际中心1座1701