菜鸟Cainiao-Customer Experience & Customer Service Specialist-Paris
任职要求
1. Be knowledgeable about the BPO and HRO industries and familiarise with call center operation and management. 2. Be fluent in English and Chinese(extra language capability: French is preferred) 3. Have some experience in logistics or global e-commerce customer service. 4. Be good at communicating with different business units and departments. 5. Familiarity with the principles of service procedure design is required, as well as the ability to combine channel and service undertaking resources, evaluate service risks and deploy solutions to issues encountered by customers. 6. Have basic knowledge of quality management and the ability to control and optimise procedures. 7. Work location: Paris, France
工作职责
1. Design overall service solutions based on different customer's needs, including but not limited to service flows, service tools and system functions for customer services, and guarantee the effectiveness of the solutions, while continuously improving them. 2. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. 3. Deal with high-risk/customer escalation issues, including social media, to reduce service risk and improve satisfaction. 4. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation. 5. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation. 6. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective, collaborating with relevant departments to improve customer experience
1.Manage the installation of self-pickup lockers at customer sites. Monitor the entire process from inbound to installation acceptance. 2.Manage supplier contracts according to the sales contract, and update it in a timely manner to ensure the interests of Cainiao. 3.Participate in the formulation of installation quality standards, and monitor the installation suppliers to perform installation and delivery in accordance with standards. 4.Guide the installation suppliers to continuously improve service quality. 5.Coordinate internal and external resources to solve problems in the delivery process; continue to improve customer satisfaction. 6.Possibility to participate in the installation and delivery of other logistics technology projects in EU.
1、Responsible for the sales of logistics technology products in Europe, including automation, IoT, parcel lockers, digital supply chain, etc. 2、Responsible for the development and expansion of key regional customers, follow up on contract signing and delivery, focusing on sales contracts, revenue, and profit as the main goals. 3、Insight into the European logistics technology market, make key judgments on the market, and formulate sales strategies and tactics. 4、According to customer needs, collaborate with the domestic product and technology team to refine product definitions and manage the entire project process.
1. Drive the full sales cycle, from early business opportunities to negotiation to close, with a focus on meeting or exceeding sales targets. 2. Develop and maintain a deep understanding of our Logistics Technology solutions to effectively communicate benefits and value proposition to potential clients. 3. Build and maintain relationships with key decision-makers in potential customer organizations to understand their needs and challenges. 4. Collaborate with technical team to present and demo our solutions and deliver pre-sale designed solutions. 5. Deliver accurate sales forecasts and maintain a robust pipeline of opportunities in our CRM system. 6. Develop and support Channel Partners. 7. Identify, develop, and manage, strategic accounts. 8. Formulate and implement comprehensive sales strategies. This may include conducting market research and competitive analysis to identify opportunities and challenges, setting clear sales objectives, devising action plans and timelines. 9. Occasional travel to client site and trade shows in and out of the country are needed.
1. Drive the full sales cycle, from early business opportunities to negotiation to close, with a focus on meeting or exceeding sales targets. 2. Develop and maintain a deep understanding of our Logistics Technology solutions to effectively communicate benefits and value proposition to potential clients. 3. Build and maintain relationships with key decision-makers in potential customer organizations to understand their needs and challenges. 4. Collaborate with technical team to present and demo our solutions and deliver pre-sale designed solutions. 5. Deliver accurate sales forecasts and maintain a robust pipeline of opportunities in our CRM system. 6. Develop and support Channel Partners. 7. Identify, develop, and manage, strategic accounts. 8. Formulate and implement comprehensive sales strategies. This may include conducting market research and competitive analysis to identify opportunities and challenges, setting clear sales objectives, devising action plans and timelines. 9. Occasional travel to client site and trade shows in and out of the country are needed.