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 CSM Senior Analyst---fortune 500 company -001 |
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windy
头衔: 海归少校
加入时间: 2004/06/30
文章: 707
海归分: 28468
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作者：windy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Key Responsibilities:
Service Management
· Be responsible to assist to ensure the centre running smoothly and meet the Service Level Agreement
· ProduceSLA and Overall Report periodically and distribute to the relevant stakeholders
· Maintaining and coordinating the business relations with the all functions to ensure quality service delivered. To help identify the issue and escalate it properly and timely;
· Produce standard business reports or data upon function or Management request including: ACD report，Siebel report and client visiting report
· Portal maintenance and communication and keep the portal updated on a regular basis;
· To maintain and update the standard distribution list for some of countries in the Asia Pacific regional; to ensure adding the new hires into the proper distribution list
· Assist and coordinate all new business initiatives and developments by providing any technical supports or assistance.
Business Systems Administrator and Operations Coordinator
· ACD/IVR Administration
1. Maintain and ensure accuracy of the ACD agent ID management;
2. Assist the functions in ACD process modification; make the adjustment for ACD system as a result of any service transition, service scope expansion, business process modification etc.
3. Produce ACD daily, weekly, monthly and ad-hoc report to function leads as their reference data for continuous improvement.
· CSS (Siebel) Administration
1. Serve as Siebel functional expert for supported users
2. Responsible for setup of new Siebel users
3. Responsible for creation of new Siebel platforms (Process, Sub-Process, Reason)
4. Serve as liaison between end users and Siebel technical team
5. Responsible for CRT/sign-off on all Siebel releases/updates
6. Responsible for Siebel enhancement request process
· Back-up functions for handling service requests from customers;
· Providing ACD/CSS operating training and daily advice;
· Regularly contact with functions for change request and problem shooting;
Internal and External Client Visiting Management:
To play as the single contact point of any client visit request, overall VIP client visit reception management, this covers Pre-visit, the Actual visit and After visit by following a set of standard procedures.
Knowledge and Skill Requirements:
· Fluent both in spoken and written Japanese and basic English as optional
· Proficient in office application software (MS Office including Excel, Work, PPT)
· Good communication and good organizational skills
· Customer service orientation
· Energetic and proactive attitude and demonstrated ability to set and meet objectives
· Strong problem solving skills
· Technical knowledge preferred; reporting skill is an advantage
Best Regards.
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Annie
大连登龙门 猎头部
更多招聘信息请浏览 Web site:www.denglongmen.com
Tel:86-411-84809315/16/17/18
Fax:86-411-84809318-810
Email:[email protected]
作者：windy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 CSM Senior Analyst---fortune 500 company -001 -- windy - (3055 Byte) 2006-5-10 周三, 15:42 (887 reads)
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