客户经理Account Manager

1.Monitor the performance of Account Management Team in the aspects of customer service & preciseness

监察客户服务团队的表现及准确性

2.Perform service quality audit for improving service provisions as well as implementing service related projects with internal and external parties

审核及提升客户服务的质素，与外界及司内各部门合作推行客户服务相关方案

3.Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience. Lead and manage functions of customer service hotline and logistic operation, etc

与内外各部门协作，提供***流的客户体验，领导及管理客户服务热线及物流运作 , 等等

4.Identify training needs, design training modules, and conduct regular training in respect of operations and service standard

找出培训需要，设计培训章节，提供与运作及服务水平相关的定期培训

5.Design and manage different workflow to ensure smooth business operation. Manage different touch points to ensure a consistent brand exposure and service experience

设计及管理不同的工作流程 , 确保公司业务运作畅顺。

管理不同媒体接触点，确保品牌形像及服务水平一致

Customer Services Responsibilities客户服务职责

1.Serve as a dedicated customer contact point

作为客户的专有联络人

2.Define customer policy and procedure according to different market environment, continue enhancement based on customer and operation feedback

根据市场状况 ， 界定客户服务的政策及流程，并凭客户意见及运作经验中，不断提升服务质素

3.Regularly review with customers and cooperate with the operation team to achieve the KPI agreed with the customers

定期与客户检讨及与运作团队合作，达到客户要求的 KPI 标准

4.Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints

提高客户满意度 , 与客户建立良好关系 , 解答客户提问 , 要求及投诉

5.Define, measure and ensure customer satisfaction across different stages

界定 , 量度及确保客户在各阶段的满意度

Strategical Responsibilities战略职责

1.Develop strategy with insights to uplift Century’s service excellence in the industry

制定策略 , 提高世纪冠航在整个行业提供卓越服务的声誉

2.Maximize operation efficiency through process automation and digital services support

透过自动化及电子化 , 提升运作效益

3.Provide different management reports to reflect operation preparation progress and performance

预备各种报告 , 反映运作的进度及效率

Qualification任职要求

1.Degree holder with 5 years or above relevant experience in logistics industry, including relevant experience in leading and managing a customer service team in a sizable company

大学毕业 , 五年或以上物流相关经验 , 曾在具规模公司领导客户服务团队

2.Good command of written and spoken English and Chinese with fluency in Mandarin and Cantonese are essential

良好中英语 , 包括普通话及广东话

3.Excellent leadership, interpersonal and communication skills with all levels, mature, strong enthusiasm with solution-oriented mindset are required

具备卓越领袖才能 , 人际关系管理及与各层面沟通技巧 , 成熟 , 有热情并以解决问题为本

4.Knowledge of the import and export customs declaration

熟悉出入口报关程序

5.Expert in customer operations and workflow management. Understand functionality and KPI of different departments. Proven experience in setting up new workflow and process which lead to a smooth operation of new business. Able to prepare different customer policy with paying attention to details

管理客户运作以及流程管理 , 了解各部门的功能及 KPI 。 有成功建立新工作流程，达至新业务畅顺运作的经验。 能为不同客户制定客户政策，对细节一丝不苟

6.Proficient in MS Office and English / Chinese word processing

熟习中文输入法及微软办公室程序

7.Positive, confident, a good communicator and observer. Equipped with Global vision and respects to different culture

乐观正面 , 充满自信 , 具备优异的聆听能力 ， 观察能力和全球视野 ， 尊重不同文化

8.Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills

热衷于创造差异 , 高度自觉 , 以目标为本 , 拥有良好客户服务意识及分析技巧