Job Type

Full time Permanent

Five eight-hour working days per week

Location

Based in Guangzhou

Department

Ctrip Guangzhou BranchIBU Service Contact Center

About Ctrip Guangzhou Branch

Ctrip.com International Ltd. (NASDAQ:CTRP) is the largest online and offline travel agency in China, founded in 1999 and headquartered in Shanghai, China, with more than 26,000 employees in China. In 2009 and 2010, Ctrip invested in Taiwan ezTravel and Hong Kong Wing on Travel, expanding its service scope to include Taiwan, Hong Kong and Macau, in addition to over 60,000 destinations and attractions throughout Mainland China. Annual revenues of 2014 has exceeded 1 billion USD.

Guangzhou Branch of Ctrip is charge of all southern China, including the major business units related to accommodation BG, air ticketing BG, vacation BU, corporate travel BU, activities BU, International BU and so forth.  Ctrip’s IBU is the only unit focused on serving expats and expanding the inbound travel market. 13 foreign languages are supported and more than 5 million inbound travelers are served in 2015.

 Job Description

• Be charge of daily operations and group management of customer service team; can lead the team to achieve department Key Performance Indicators(KPI).
• Manage, supervise and evaluate the daily work of team members; aiming at work-related problems, focus on coaching and communication; adjust and improve working process.
• Work with HQ to execute kinds of operational projects. Promote the business and enhance efficiency.
• Handle serious complaints from customers and submit the relevant analysis report to HQ.
• Be responsible for development plan and construction of nursing talents team in the department.

 Desired Skills and Experience

• Bachelor degree or above; three years’ experience relevant to team management in the call center of large foreign-funded enterprises and handling customer complaints; open-trades; giving priority to one who possesses working experience of serving companies or customers of Hong Kong or who once managed a call center with over 100 group members.
• Good at team building and staff coaching; familiar with the basic process of project management.
• Proficient in Cantonese and English; give priority to one who is a citizen of Hong Kong.
• Have a data analysis capability and skilled in office software operation.

職位：

香港業務客服經理

工作類型及時間：

• 全職
• 五天工作(每天八小時)

工作地點：

廣東省廣州市

所屬部門：

攜程旅行網廣州分公司國際業務事業部（IBU）

主要職責：

• 負責香港客戶服務團隊的日常營運及團隊管理，並帶領團隊完成部門關鍵績效指標(KPI)；
• 管理、督導並評估客戶服務員工的日常工作，並針對工作中的問題，進行溝通輔導，作出調整及改進；
• 配合總部進行各項業務項目的營運執行，促進業務提升；
• 處理部分升級投訴，並整理相關分析報告遞交予總部；
• 負責團隊發展規劃，進行部門人才梯隊建設。

入職要求：

• 大學畢業或以上程度，具3年以上大型外資客戶服務中心團隊管理經驗及客戶投訴處理經驗，行業不限，具服務香港企業或香港用戶的工作經驗優先，具百人以上規模粵語呼叫中心管理經驗優先；
• 善於進行部門人才培養及員工輔導，熟悉項目管理的基本流程；
• 粵語精通，英文聽說讀寫能力熟練，香港籍優先；
• 具備良好的資料統計分析能力，熟練操作OFFICE辦公軟件。