MoneyGram招聘

发布时间：2007-12-17
工作地点：上海
信息来源：财大bbs
职位类型：全职
职位描述
MoneyGram招聘
学弟学妹们，帮以前老师发一条招聘信息，废话不多说，详细见下,有意者请将邮件发到swang@ 请用邮件文本格式谢绝附件。
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MONEYGRAM---International Money Transfer

JOB DESCRIPTION

JOB TITLE: Customer Care Representative - Shanghai
DEPARTMENT: Asia Pacific
REPORTING TO: Agent Support Manager China & Mongolia
OFFICE: Shanghai

PURPOSE OF ROLE:
To provide Call Centre support function to the Chinese consumers and agents

ACCOUNTABILITIES:
80%
Serve the customer through telephone and help the customer find the nearest location to pickup the money.
Help the customer to check the location information in destination country, query the transaction fee, FX rate, payout currency check, country restrictions etc.
Identify and communicate problems, potential ideas and improvements to enhance the existing support services and Service Levels.

10%
MoneyGram promotion activity check: tell the customer about the current promotion.
Call back for the customer service investigation
Complete the paperwork for the call centre statistic returns.
Identify training issues required with banks and/or overseas agents that will improve the workflow efficiency

5%
Seek product up-training to maintain knowledge of products through established training opportunities and within guidelines establish for performance and timeframes.

5%
Handling the customer complaint, and escalate the complaints to relevant team/person.

SCOPE/CONTEXT:

Interacts with Agents and Shanghai office within Asia Pacific region, as well as relevant US depts,
Reports to designated Agent Support Manager
Based in Shanghai

QUALIFICATIONS, EXPERIENCE & SKILLS:

Good verbal and written skills for call escalation via call sheet completion or application escalation.
College Graduated, good all round standard of education.
Excellent customer service skills, able to influence others to ensure that issues which have been raised are go to be resolved.
Fluency in Mandarin and English is essential, other local dialects could help.
Sound decision-making and problem solving skills.
Enthusiasm to build knowledge in order to provide an improved service.
Good interpersonal skills.
Ability to adapt to changes in the work environment.
Ability to function and participate in a team environment.
Adapt to shift work when and if required
Able to build rapport with customers over the telephone and communicate clearly to people.
Excellent and proactive customer service skills.
Able to build rapport with agents over the telephone and communicate clearly to people with different backgrounds
Excellent problem solving skills able to think through likely cause of problems before referring them to others.
Planning skills to ensure the follow through of issues through to resolution.
Able to prioritise own workload and be able to liaise with and co-ordinate the activities of a geographically dispersed team.
An understanding of some kind of IT issues to the point of being able to explain and talk through system problems with agents over the telephone. Computer literate knowledge of the MS suite of packages and operating systems.
Maintain daily ACD productivity and time management requirements.
Team player. Demonstrates a flexible approach to their work.
Able to work in a culturally diverse and changing environment.
Able to commit to and demonstrate the Corporate values: Respect, Courage, Passion, Integrity and Teamwork.