Service Manager(J20328)
携程旅行网
上海市
20小时前

工作职责

  • Promote service products, have strong sensitivity to customer feedback, working hard to meet customers’ needs through effective feedback.
  • In addition, do well in assisting other local teams.

  • Participate in forecasting and establishing the annual plan, and complete the plan through various projects.
  • Control the stability of the team and Lead the excellent team members to complete all kinds of projects
  • Promote effective communication and teamwork with employees.
  • Drive the team running mechanism.
  • Understand and comply with Ctrip quality management policy.
  • Improve team members' business, business understanding and skills.
  • Make personal development plans for each team members and provide assistance.
  • Observe the team's performance in real time and re-measure the KPI indicator regularly.
  • Improve customers’ service feeling. Check the work of your own as well as the subordinates, such as the accuracy of the records, operation, business procedures, etc.
  • Responsible for collecting customers’ needs and suggestions. Propose improvement measures and follow up the implementation .
  • Give feedback to relevant teams and follow up.

  • Regular team building.
  • Review the internal audit work within the jurisdiction.
  • Customer relationship maintenance.
  • 职位要求

    A) Education : Bachelor degree or above

    B) Experience : at least 3 years’ service team management experience, call center management experience is preferred.

    C) Competencies and skills :

  • Good cooperation and coordination capacity
  • fluent English communication skills
  • High ability of data analysis
  • Ability to complete the tasks assigned individually and make independent decisions
  • Strong ability to work under high pressure
  • Strong ability to adapt to various environment
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