People management: Training, & coaching CIC agent to achieve required skill and competency levels and Oversee the development of short and long-term manpower plans to ensure we cost and efficiency effective meanwhile employee satisfaction Daily deal with Inquire – quotation – order – delivery – invoice/cash issues and have good relationship with all internal department: Sales , finance ,supply chain .Demand planning , IT and so on Manager and monitor the outstanding performance and quality on call * Case handling. Escalation point : to be the escalation point to Handle complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite mannerContinuous Improvement: Identify, study and implement visible improvement opportunrities and Improve business processes and contractor performance through cross-functional cooperation Risk management: Improve the safety of operations to reduce accidents and unplanned delays and Implement Responsible Care guidelines in Customer Service operations. Quality Management : Randomly check service quality by team and by agent .Meanwhile also continue to completed SOP , Quality system in CIC to ensure high customer satisfaction Skills: Language Skills: Excellent oral and written communication skills in both English and MandarinComputer Skills: Excellent computer skills, including Microsoft Office suite.SAP SD model , highly preferred Experience:Minimum 8 years‘experience of customer servcie or call center Good command in English and Mandarin. Other languages beneficial.High level of personal integrity and ability to maintain confidential informationStrong organization skills and attention to detailStrong sense of urgency which drives resultsInterpersonal skills – ability to effectively interact with individuals at all levels within and outside the organizationCreative problem solving and critical thinking skillsAbility to work with minimal supervision to accomplish goals and meet schedulesAbility to work in a team environmentDependable and capable of multi-taskingStrong prioritization and time management skills Highly motivated to own the process for optimum customer service/satisfaction
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