about the company.
Leading internet company
about the team.
400 membership need to be lead
about the job.
Role Overview Responsible for overall management of service team (English speaking customers) with over 400 employees based in Shanghai, Nantong and Manila.
Key Roles and Responsibilities
- 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 Trip.com 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.
skills and experience required.
- Education: Bachelor degree or above
- Experience: at least 5 years’ service team management experience, call center management experience is preferred.
- 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