Customer Service Inbound 呼入客服
Mercedes-BenzBeijingUpdate time: November 24,2021
Job Description

Task Description
- Keep improving team performance, working efficiency, customer experiences and saving cost align with Ops strategy.
- As customer service business owner, continuously design/re-design, optimize and enhance business process to make sure providing excellent service towards internal and external customers at all times.
- Manage daily in-house inbound back office team.
- E nsure on going performance of daily operations in compliance with customer service rules and policies, corporate guidelines, compliance and legal requirements.
- Develop and implement proper tools or processes for local markets, with an objective to effectively and efficiently accomplish performance targets and KPIs.
- Ensure implementation and execution of customer complaint management program with high standard, to meet requirement of CBIRC as well as internal and external customers. Set and review for high standard complaint management process on regular to secure good customer experience.
- Work closely with vendor management team to ensure vendor’ s performance and fully support vendor quality improvement.
- Focus on people development with proper task delegation, coaching program and carreer development. Develop employee to next level.

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