500強(qiáng)外企客服專員職位描述：
職位需求：
1、熱愛客服工作，上海本地戶口優(yōu)先；女生優(yōu)先考慮
2、做事有條理，溝通能力強(qiáng)；
2、英文聽、說、讀寫流利；
3、可適應(yīng)倒班（需做夜班）
4、學(xué)歷大專及以上
工作地點(diǎn)：浦東八佰伴
薪資福利：4000（稅前）+補(bǔ)貼（白班80元/天，晚班100元/天）+四金
有意向者請發(fā)送簡歷到cui.li.peng@fescoadecco.com
Job Scope:
Performs preliminary phone screening of calls accepted from PREM, Field support or Customers. Prioritizes calls with customer, orders parts and dispatches corrective maintenance Customer Engineers as appropriate. Tasked with calendar managing multiple disciplines such as partner, FSS, and hybrid maintenance support. Creates service requests for CE’s as needed. Assists in managing the end to end shift report in addition to leading shift turnover calls. Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers. Perform remote preventive and remedial maintenance of EMC maintained products at customer locations in different operating environments/multiple platform environments. Leverages remote tools to analyze product failures. Must be able to work under the direction of more experienced Schedule & Dispatch Specialist as well as MSS Management. Adheres to all administrative policies and escalation procedures. Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Accepts incoming call with the priority and systematically maintains a "closed-loop" communication style assuring all appropriate individuals are notified of S&D arrangement among customers, CE, spares warehouses etc
2. Tracks and responds to all incoming customer requests for corrective maintenance services. Identifies and dispatches available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support. This includes using the proper escalation path and notifying the proper Service manager other appropriate EMC personnel. Responsible for first line phone screening and dispatch with the support of triage CE
3. Orders parts for the Customer Engineers to expedite call handling. Monitors Global Spare/Hot Spare Synch prior to and after drive call completion so Corrective Maintenance CE can continue to next call.
4. Tracks Customer Engineer utilization data and updates appropriate systems with service information/details in addition any other pertinent customer information.
5. Adheres to S&D procedures, and best practices. Perform pro-active and reactive maintenance according to established procedures.
6. Maintains a current information repository of divisional resource skills and geographic limitations.
7. Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.
8. Basic understanding of account base including customer contacts and basic equipment architecture of major accounts. Tracking on going corrective maintenance issues on turnover and maintaining continuity.
9. Must have knowledge of Microsoft Product suite including Outlook, Word and Excel. Knowledge of Oracle/CSI logging systems and other service delivery applications.
10. Ability to develop action plans for remedial issues.
11. Will be required to work overtime (may require to work Alternative Work Schedule and change shift as business dictates )
12. Perform other duties as required.
13. English written & communication skill is required
14. With IT background will be a plus
職位需求：
1、熱愛客服工作，上海本地戶口優(yōu)先；女生優(yōu)先考慮
2、做事有條理，溝通能力強(qiáng)；
2、英文聽、說、讀寫流利；
3、可適應(yīng)倒班（需做夜班）
4、學(xué)歷大專及以上
工作地點(diǎn)：浦東八佰伴
薪資福利：4000（稅前）+補(bǔ)貼（白班80元/天，晚班100元/天）+四金
有意向者請發(fā)送簡歷到cui.li.peng@fescoadecco.com
Job Scope:
Performs preliminary phone screening of calls accepted from PREM, Field support or Customers. Prioritizes calls with customer, orders parts and dispatches corrective maintenance Customer Engineers as appropriate. Tasked with calendar managing multiple disciplines such as partner, FSS, and hybrid maintenance support. Creates service requests for CE’s as needed. Assists in managing the end to end shift report in addition to leading shift turnover calls. Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers. Perform remote preventive and remedial maintenance of EMC maintained products at customer locations in different operating environments/multiple platform environments. Leverages remote tools to analyze product failures. Must be able to work under the direction of more experienced Schedule & Dispatch Specialist as well as MSS Management. Adheres to all administrative policies and escalation procedures. Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Accepts incoming call with the priority and systematically maintains a "closed-loop" communication style assuring all appropriate individuals are notified of S&D arrangement among customers, CE, spares warehouses etc
2. Tracks and responds to all incoming customer requests for corrective maintenance services. Identifies and dispatches available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support. This includes using the proper escalation path and notifying the proper Service manager other appropriate EMC personnel. Responsible for first line phone screening and dispatch with the support of triage CE
3. Orders parts for the Customer Engineers to expedite call handling. Monitors Global Spare/Hot Spare Synch prior to and after drive call completion so Corrective Maintenance CE can continue to next call.
4. Tracks Customer Engineer utilization data and updates appropriate systems with service information/details in addition any other pertinent customer information.
5. Adheres to S&D procedures, and best practices. Perform pro-active and reactive maintenance according to established procedures.
6. Maintains a current information repository of divisional resource skills and geographic limitations.
7. Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.
8. Basic understanding of account base including customer contacts and basic equipment architecture of major accounts. Tracking on going corrective maintenance issues on turnover and maintaining continuity.
9. Must have knowledge of Microsoft Product suite including Outlook, Word and Excel. Knowledge of Oracle/CSI logging systems and other service delivery applications.
10. Ability to develop action plans for remedial issues.
11. Will be required to work overtime (may require to work Alternative Work Schedule and change shift as business dictates )
12. Perform other duties as required.
13. English written & communication skill is required
14. With IT background will be a plus