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Quality Control -Contact Centre

更新日期:2014-08-29
工作經(jīng)驗(yàn):
2年
最低學(xué)歷:
大專
招聘人數(shù):
1
語言要求:
工作性質(zhì):
薪資范圍:
面議
職位類別:
客戶服務(wù)/售前/售后/技術(shù)支持-售前/售后技術(shù)支持工程師
工作地點(diǎn):
廣州市
分享到:
職位描述公司簡介

Responsibilities

-Monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives

-Provide immediate constructive counseling and coaching

-Observe where production staff are experiencing difficulty and take additional instructional steps to clarify information

-Escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients

-Based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals

-Communicate to management when there is a pattern of quality issues on a consistent basis

-Continually assist with questions concerning call procedures, product information, and order processing policies

-Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-on-one, and on-the-job training as appropriate

-May assist with additional training for existing staff based on new enhancements, services, etc.

-Prepare for coaching by reading and maintaining a high level of product knowledge

-Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)

-Amending and revising QA programs as necessary, in order to adapt to the changes that occur in the business and/or work environment;

-Helping supervisor/managers solve specific QA problems, either on a one-to-one basis or in groups;

-Keeping up to date with developments in QA by reading relevant journals, going to meetings and attending relevant courses;

-Any other duties and responsibilities assigned by management


Qualifications

-Minimum Diploma qualification.

-Must have a minimum of 2 years work experience in contact centre environment.

-Decent understanding of the principles of quality management systems

-Ability to work independently with minimal supervision

-Customer service oriented with good interpersonal skills

-Must have good working attitude and a good team player

-Flexible and diplomatic in handling customer complaints issues

-Must be willing to work on shifts and working on Public Holiday

-Good command of English and local dialect. Cantonese and Mandarin is an added advantage


Note: 可以通過系統(tǒng)直接投簡歷;或者將您的簡歷包括薪酬期望值電郵至: gz.recruit@starcruises.com



聯(lián)系方式:

公司網(wǎng)址:http://www.starcruises.com
公司地址:廣州市越秀區(qū)中山六路238號(hào)越秀新都會(huì)大廈西座1901-1907
聯(lián)系電話:38110072

云頂香港于一九九三年九月成立,是亞洲郵輪業(yè)的先驅(qū),致力于將亞太地區(qū)發(fā)展成為國際郵輪航線目的。目前,麗星郵輪連同挪威郵輪為世界第三大郵輪公司,合共擁有18艘郵輪,航線遍及全球200多個(gè)目的地,提供約35000個(gè)標(biāo)準(zhǔn)床位?,F(xiàn)時(shí),云頂香港總部位于香港,并分別于世界各地超過20個(gè)地方設(shè)有辦事處,包括澳洲、中國、印度、印尼、日本、韓國、馬來西亞、菲律賓、新加坡、瑞典、臺(tái)灣、泰國、阿拉伯聯(lián)合酋長國、英國及美國。云頂香港仔香港聯(lián)合交易所有限公司為注冊(cè)上市公司,其股份亦在新加坡證券交易所有限公司的Global Quote買賣。

廣州云頂旅游信息咨詢服務(wù)有限公司

  • 企業(yè)性質(zhì): 三資企業(yè)
  • 業(yè)務(wù)范圍: BPO
  • 所屬行業(yè):
  • 公司地址:廣州市越秀區(qū)中山六路238號(hào)越秀新都會(huì)大廈西座1901-1907

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