MBLC Customer Service 奔驰租赁客户服务

Task Description

  • 1. Being the point of contact of leasing customer service team to external teams, supporting on business growing activities with retention, sales, and marketing teams;
  • 2. Working with relevant teams (OVM, OPM, Training) to monitor vendor team's performance, regularly participate performance review meeting, giving feedback to vendor team on daily operation and seeking / driving opportunities to enhance working efficiency and quality between in house team and vendor team, especially on escalation handling area

    3. Conducting SOP review, confirming training materials updates, corporation with QC team on team performance monitor and giving feedback / inputs to project and system enhancements from BU's perspective

    4. Quickly reaction to other tasks from different channels, provide support / bring insightful ideas as the customer service team, always voice out as an agent role of customer and think as a customer standpoint to ensure the customer experience

    Education :

  • Bachelor degree in finance / business / law or other relevant area;
  • Excellent English & Mandarin, both written and reading
  • Experience :

  • Experience in a Financial Services Company, Bank, or other related finance industry for at least 6 years;
  • Experience on projects
  • Specific Knowledge :

  • Excellent interpersonal skills with a strong customer-oriented mindset;
  • Sound Customer Service experience, especially a call center management experience is preferred;
  • Sound knowledge in auto finance practice and operational process or corporate banking operations will be preferred;
  • Fluent speaking / reading / writing in English & Mandarin is required;
  • Self-motivation and team work spirit;
  • Strong pressure handling capability, especially with escalated customer complaints;
  • Reliable and accurate in details;
  • Proficient MS Office skill such as excel, PPT, etc.;
  • Have the knowledge of project management approaches, tools and phases of the project lifecycle is a plus
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