皇家加勒比游轮船务（中国）有限公司

Great vacations begin with great employees

JOB OPPORTUNITIES

Title : 粤语投诉专员

Launch date : 2021.08.04

Department : GTS

Salary : 面谈

Location : 上海

Recruitment type : Permanent

Send to E-mail : hrchina@rcclapac.com

Essential Duties and Responsibilities :

Position Summary:

Handle customer feedbacks, provide appropriate solutions and alternatives within the timeline; follow up to ensure resolution

处理客户反馈，在规定时间内提供适当的解决或替代方案；跟进并确保问题得以解决

Build sustainable relationships and trust with customer accounts through open and interactive communications

通过开放的互动沟通与客户建立良好的关系和信任

Keep records of customer interactions, process customer accounts profiles and file documents

系统录入与客户的互通记录，处理客户文档和相关文件

ESSENTIAL DUTIES AND RESPONSIBILITIES基本职责:

  • Responsible for handling customer feedbacks on cruise product experience after their voyage
  • 负责处理客人航次出行后对邮轮产品体验的反馈
  • Investigate complaints with relevant supplier / shore side departments
  • 与相关的供应商或办公室其它部门展开对客人投诉的调查；
  • Apply and make resolution effectively by using company compensation guidelines and the other resources
  • 有效运用公司标准赔付指南或寻求其它资源解决投诉；
  • Accurate complaints’ documents management by using Salesforce system. And other systems eg. AS400; Chargeback
  • 运用Siebel CRS 系统准确的管理投诉档案；或使用其它软件例如. AS400; Chargeback
  • Maintain dialogue with Customer Relations Manager to ensure they are aware of workload issues and complaint trends for ships.
  • 客户关系经理保持良好的沟通，以确保客户关系经理了解客人投诉的原因及问题所在；
  • Responsible for escalating issues where appropriate to Customer Relations Manager.
  • 当客人投诉升级时，及时向客户关系经理反馈；
  • Maintain good knowledge of ongoing and contemporary issues onboard ships
  • 对船上存在的问题或继续发生的问题拥有良好的应对知识；
  • Close a target number of cases per day as set by the department manager/supervisor, which will vary in line with business demands
  • 按时有效的完成客户关系经理交付投诉。

 

Qualifications:

________________________________________

  • QUALIFICATIONS AND EXPERIENCE任职资格和所需经验:

 

  • Previous customer relations experience or dispute resolution experience preferred.
  • 有处理客户关系、投诉建议或者有调节纠纷经验的优先；
  • Negotiation skills, a genuine desire to help people and the ability to express empathy where appropriate are also desirable skills.
  • 具有良好的沟通和谈判能力，能真诚地渴望去帮助客人解决问题，在适当的时候表露对客人的共鸣感。
  • Demonstrated ability to work independently and take initiative.
  • 具有独立并且积极主动完成工作的能力。
  • Good oral and written communication skills.
  • 具有良好的语言表达能力和书面交流技巧。
  • Confident communicator sensitive to the customer and the issues which have been raised.
  • 当客人投诉升级时，能通过自信的交流让客人理解。
  • Ability to handle challenging questions; Strong problem solving skills; Excellent attention to detail; Proficient with MS Office.
  • 具有能处理具有挑战性的投诉的能力，认真仔细并精通计算机办公软件

Knowledge and Skills:

QUALIFICATION 任职资格：

  • Above 3 years’ working experience in after sales customer service or guest relations function;
  • Working experience in travel industry or cruise line industry is preferred.
  • Spoken and written English ski

Send to E-mail : hrchina@rcclapac.com