To provide consumers and dealers with convenient, fast, professional, assured and comfortable services, let customers have a pleasant service experience, improve customer satisfaction and value of the brand.
- Provide professional and standardized reception services for on-site customers, answer frequently asked questions, and hand over professional problems to maintenance engineers or technicial supervisors for processing；
- Appease the dissatisfied customers at the service center, As much provide individual needs of the customers ; transfer the customer’s exceeding expectations to the supervisor, and assist in tracking the processing results；
- During the service compaign, according to the company’s requirements, actively participate in personalized services, create surprises, and enhance image；
- Responsible for the service center’s hotline inbound business, providing customers with professional and standardized call services；
- Responsible for the outbound service of the service center: return visit for dealer device which is defect via customer report, notification of material arrival, reply to user consultation questions, etc.
- Assist the supervisor to set up holiday phone messages to let customers know the working hours of the service center；
- Responsible for checking recording system of the service hotline is all good every day and ensure the system is working properly all the time.
- Actively respond to team building activities and create a healthy, sunny and positive team style；
- Timely study the service policies, product knowledge and other content issued by the factory, actively learn the knowledge in the V-learning learning system, and take the exam on time
- Complete other tasks assigned by superiors：Collect customer suggestions, feedback and competitive product information, etc.
Customer service or related work experience is preferred
- Company cuture：Recognize, understand and inherit company culture and effectively guide work；
- Company policy and process: keep abreast of the department management policy and process and update, and effectively apply it to their own work;
- Skills handle: knowledge of vivo products, deep understanding of customer service, strong affinity and appeal, good logical thinking, language expression and communication skills, strong service awareness, etc.
Proficient computer operation skills / good communication skills / proficient in the basic operations of office software: Word, Excel, PowerPoint