CSR Manager 客服经理

·      Job Overview 职位总述
 
We have a great opportunity for an experienced Customer Care Manager to join our team in BEIJING. Tektronix will invest in your personal and professional growth by providing you with education and training opportunities to keep current in your field. The work environment is fast-paced and high-energy.
 
In Tektronix Service Solution Organization, China represents our biggest growth opportunity. It currently has DOUBLE digits business growth in Measurement Instrument service markets. If you are looking for an exciting and challenging role to help us accelerate growth in China, please join our expanding Customer Care Team of Service Solution Organization!
 
Transform, build and lead China CCC operations (Tektronix/Fluke Service) to support long term business growth across different segments, including On-demand service customer handling and service contract upselling for both OEM and Commercial repair and calibration.
 
 
·      Key responsibilities 主要职责
 
Ø  Develop CCC operation strategy
·   Build up CCC to be a customer interfacing platform to align with repair and calibration operations in getting orders, order/revenue conversion in a controlled interval as well as satisfying customers that is critical to SSO Org in driving for revenue while maintaining customers loyalty.
·   Exploring business opportunities through customer interfacing platform to help on growing business.
·   Determines and set up personal accountability with rationalized goal trees for each individuals to align with organization goals.
Ø  Drive for CCC operation excellence
·   Be an owner of SSO China CCC operation process, daily operation supervision, KPI owner for order/revenue conversion, cycle time, customer satisfaction, customer complain handling, individual performance review and talent management.
·   Drive operation effectiveness and efficiency through a systematic approach of establishing standardized procedures and work instructions for all inside operations and connections with other function teams.
Ø  Implementing a performance driven model targeting business goals. Delivers strong growth by exceeding defined targets for revenue growth.
 
Ø  Ensures that team meets or exceeds overall targets such as: overall opportunity generation, pipeline revenue, closed revenue, and key activity completion.
 
·      Job requirements (education or experience and skills required to be able to perform this job):
岗位要求（学历，经验或必要技能等）
   
Ø  A minimum of EIGHT year of customer service experience in a fast-paced environment required
Ø  Excellent computer skills, including MS Word, Excel, and PowerPoint
Ø  Works productively in a "team environment"
Ø  Demonstrates excellent English & Chinese verbal and written communication skills with employees and customers at all levels
Ø  Excellent work ethic and multi-tasking skills
Ø  Ability to meet aggressive deadlines and juggle multiple priorities
Ø  Can be trusted to handle extremely confidential and sensitive information
Ø  Projects a professional and polished image that inspires confidence and trust. Protects the image of associates and the organization through the tactful use of language and an appropriate conversational tone
Ø  Makes effective decisions by analyzing information and considering priorities
Ø  Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work