Job?Description:?職位描述
Purpose?for?the?job:?工作目標
To?achieve?customer?service?satisfaction?through?effective?communications?with?internal?functional?departments?and?customers??通過與內(nèi)部職能部門及客戶之間的有效溝通實現(xiàn)客戶服務(wù)滿意度
Lead?the?VSTY?service?initiative?and?achieve?Service?KPIs??引導(dǎo)公司服務(wù)的主動性，達到服務(wù)指標及水平
To?maintain?long?term?customer?relationship??維持長期客戶關(guān)系
To?build?up?solid?relationship?with?governmental?authorities?and?customer?representatives??與政府部門及客戶代表建立穩(wěn)固的合作關(guān)系
Report?to:?Terminal?Manager?直接匯報：運營經(jīng)理
Job?Function:?工作職責
To?lead?Service?Excellence?Initiative?and?lead?the?MOT?training??領(lǐng)導(dǎo)客服優(yōu)化，并組織MOT培訓
To?provide?solid?basis?for?the?Service?KPI?monitoring?(e.g.?NPS)??為監(jiān)測服務(wù)KPI提供堅實的基礎(chǔ)
To?lead?the?customer?service?team,?plan,?organize?and?manage?the?daily?operations?within?the?team??領(lǐng)導(dǎo)客戶服務(wù)團隊，計劃、組織并管理團隊的日常運作
To?monitor?and?analyze?customer?satisfaction?level?based?on?the?developed?local?service?KPIs,?and?develop?Service?plans??基于當?shù)胤?wù)KPI水平，監(jiān)測并分析客戶滿意度水平，并制定服務(wù)計劃
To?implement?Vopak?Key?Account?Management?and?Customer?Relationship?Management?Program??執(zhí)行孚寶關(guān)鍵客戶管理及客戶關(guān)系管理方案
To?monitor,?analyze?customer?complaints,?funnel?out?the?root?cause?and?drive?for?improvement??監(jiān)測并分析客戶投訴，找出根源，進行改進
To?settle?customer?dispute?and?complaints??解決客戶糾紛及投訴
To?update?and?develop?the?administrative?system?,CS?procedures?for?seamless?process?with?other?functional?departments??更新并發(fā)展行政體系，與其他職能部門完善CS程序
To?work?with?external?government?authorities?for?securing?the?non-stoppage?of?our?services??與外部政府部門共同合作，確保服務(wù)不間斷
To?provide?necessary?reports?for?internal?or?for?external??為公司內(nèi)外部提供必要的報告
To?lead?the?team?in?optimizing?facilities?/?resources?utilization??帶領(lǐng)團隊優(yōu)化設(shè)施，利用資源
To?contribute?to?Vopak?global?/?China?Customer?Service?Excellence?initiatives??為孚寶全球/中國區(qū)客服優(yōu)化做出貢獻
Develop?team?competency?and?knowledge?sharing?within?the?CS?dept??開發(fā)團隊能力，并與客服部分享知識
Comply?and?promote?company?SHE&Q?regulations?and?culture??遵守并促進公司安全規(guī)章及文化
To?carry?out?other?tasks?assigned?by?VSTY??執(zhí)行公司指定的其他任務(wù)
Skill?&?Knowledge:?技能知識
University?degree?or?above??大學文化背景
Minimum?five?years?of?working?experience?in?relevant?function??相關(guān)領(lǐng)域至少五年工作經(jīng)驗
Good?English?and?Mandarin?communication?skills,?both?in?oral?or?written??英語且普通話口語及書寫流暢
Proficient?in?using?MS?office?applications??精通計算機MS?office應(yīng)用程序
Knowledge?in?petrochemical?/?logistics?/??shipping?/?forwarding?industry?required??具備石油化工/物流/運輸/船代行業(yè)知識
Understanding?of?tank?terminal?operations?is?a?plus??熟悉罐區(qū)操作優(yōu)先
Strong?conflict?resolving?skills?and?team?work?spirit??較強的解決沖突能力及團隊合作精神
Good?interpersonal?communication?skills??良好的人際溝通技能力
Business?writing?skills??商務(wù)寫作技能力