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公司是全球最大的交易网站之一。经过十年的发展，在全球33个国家和地区设有分支机构，拥有超过2.12亿注册用户，被誉为全球互联网上最受欢迎的购物网站。
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投递简历方式：
( x. W6 x' Q Q: m% M7 fName: helen
8 S6 [0 {) N6 [# f; I+ X7 l/ {6 hMail: helen@hr-bearhunter.com8 ?2 R4 q! O) V' l! m; X$ m3 d
% G# H5 B3 y! S) X3 V4 F! Z; ~部门介绍：
) ?# ^$ {# q1 l3 A1 `' j' {本部门为公司面向香港、新加坡的业务部门，所以希望候选人粤语母语，英文基本交流即可，2011年应届生可以先从Customer Support Agent、Business Support Agent做起，有工作经验者按经验安排相应职位。
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工作地点在哪里：
: ]0 c; [! Q( F0 U. c2 ?* s上海张江高科技园区（地铁二号线张江站下来即到）
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Account Manager --- Cantonese8 v4 Q& M+ {9 {
JOB DESCRIPTION
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7 v$ _6 c& u. q% ]I. GENERAL SUMMARY6 _! x* E- d* f( J. I8 S9 {
Retain constructive relationships with our elite and high volume merchants; serve as a one-stop solution provider for all service needs, and facilitate merchants’ business growth with our product.
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II. DUTIES & RESPONSIBILITIES6 j5 T. ]$ Y: c3 q0 G- J( v
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A. Merchant Satisfaction Delivery6 h1 p$ Z' @" D8 A; w0 x
1. Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, and meet specific customer satisfaction requirements.
& B. c5 O7 A: ?+ ?4 t- v, _2. Be available to answer all email, phone, and voice mail inquires from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints9 w1 J5 K* R( |" V
3. Provide accurate solutions and proper education to merchants regarding products and processes$ a* Y- d9 j% E/ C( x5 B |
4. Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved.
9 W% {' `- s2 }" B' q8 i5 v$ H$ A5. Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and business
8 p, `$ q Z6 A& h3 f6. Provide feedback to related teams on customers’ voice timely and proactively work on the solutions
, l ~! a/ ]' B# p4 w) Y8 N7. Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher management team./ ^3 X q* y& w; l2 I* I' N" i
: T; l$ b4 T$ L9 vB. Account Retention
9 Z: t: z- i0 S: u6 w0 f1. Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach as assigned.
1 i; m$ x* B) D, x+ {/ z2. Regularly update customer relationship management database; study and analyze the challenges and opportunities for each merchant; S% a+ J4 ]9 F0 d& x
3. Constantly monitor account behavior and report outstanding issues4 x2 C. `; c( f0 j4 d
4. Support other business units with marketing programs and promote product features; conduct phone or email outreach to targeted account portfolios to promote marketing campaigns, and complete assigned targets
N% v2 ]6 ~* k) m- H5. Boost merchants’ business with company products, develop constructive relationships, and identify business opportunities9 {' f; g' D4 d! K
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C. Additional responsibilities, Z1 Z! G5 i* M9 f% J) K. b
1. Maintain and promote a positive attitude while meeting productivity goals.
" O/ I; q3 R4 u" @& L2. Develop scripting and support materials as assigned7 Q" z- L4 Z% ] t5 d' u1 p
3. Continue education to keep pace with product modifications and additions0 V; r3 ~8 `) u& T
4. Attend company provided training and maintain compliance with all applicable regulation
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III. JOB QUALIFICATIONS
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A. Education# J" {, G( F, J) K
Bachelors’ degree or equivalent work experience preferred% z+ R+ M/ A4 h* E
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B. Experience1 ^6 r0 z2 c7 i) E
1. Experience in an Internet company, financial institution or transaction processor is preferred.
- q* R2 l( d$ b8 o- p1 S2. Experience in customer relationship management or outbound service is a must; sales, telesales or telemarketing is preferred. ' Y2 \, @! {$ Z! D$ U' k
3. Experience using Microsoft Office products including preferred: Excel, Word, Access, Outlook, Visio, Web Accept and PowerPoint a must.5 M; F' S' Y$ b" O ^
4. Customer communication experience (email & phone). l7 r; Q! l6 z9 e) \( z" M
& ]7 t% |4 G6 W4 E! x3 K. TC. Knowledge, Skills, and Abilities6 d2 f9 G1 a4 ?' s* e+ s
1. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to the customer.
8 X: }0 V9 V/ U6 j; L) t2. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills. 4 V- Y7 p/ r0 l9 g
3. Ability to make discretionary decisions based on research independently. Performs a variety of tasks. Works under general supervision; typically reports to a supervisor. A certain degree of creativity and latitude required! E( a. a' V! l6 _) P! O3 P
4. Ability to handle tough contacts and complaints
/ _" |! m' x, w: O' B+ Y8 t X5. Ability to deliver right suggestions to merchants to facilitate their growth, detect risky trend of managed accounts, and take proactive action to avoid loss. 8 o! p Z$ T" k# o7 D/ Q
6. Ability to complete multi-tasks; good skills in time management, task management and problem solving4 ?/ g, U9 Z7 _; q: z% } s
7. Well-develop sense of urgency and follow through; good judgment of importance, priority and emergency; good analytical skills ) ?: v8 e6 F' z1 A( M$ S
8. Good ability of trouble shooting, has certain degree of flexibility and maturity, {. n6 w/ z6 U( t5 T
9. Ability to develop and maintain professional working relationships with co-workers and peers.
; H/ i1 b0 M% [3 S0 i( v10. Ability to conduct outreach to customers and up-sell the marketing campaign or promotion program;
[5 P5 _5 l! x4 J11. Ability to maintain excellent relationship with merchants
9 U9 z) P# n6 a* M- S: G: P. G% V12. Good on-line business knowledge and related industry knowledge; ability to learn and adapt to new product knowledge and software technologies. Knowledge includes the area of risk, protection and best business practice.8 W a* g( u9 y6 M$ Y
13. Ability to maintain professionalism while meet all the production goals, take the ownership and responsibilities for assigned tasks. ]' a0 |. k" `7 }
14. Good business writing and presenting skills% Z/ H# o8 m2 G) b0 I) y8 K
15. Strong working knowledge of PC based Internet and software applications. (The Internet, Microsoft Office, etc.)
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IP卡
狗仔卡
发表于 2011-6-8 09:58
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顶上去哦