美团Business Service Specialist
任职要求
1.Experience in business operations, service coordination, or work order processing. 2. Strong organizational and mu…
工作职责
1. Receive, log, and process incoming work order requests using the company’s work order management system. 2. Review work order details for completeness and accuracy; assign to appropriate technicians, teams, or vendors. 3. Update and close work orders upon completion; maintain accurate records of labour, materials, and status changes. 4. Generate reports on open, pending, and completed work orders for management review. 5. Identify and escalate issues that may impact service delivery or operational efficiency. 6. Support continuous improvement initiatives to optimize work order and business service processes. 7. Identify business needs, create and deliver training materials, complete online and offline training, identify training results and optimize training efficiency.
CDD/KYC Execution & Governance ● Lead End-to-End CDD/KYC Processes: Oversee the comprehensive Customer Due Diligence (CDD) and Know Your Customer (KYC) processes for merchants and clients, ensuring strict adherence to Financial Action Task Force (FATF) standards and local Anti-Money Laundering (AML) and Counter-Terrorist Financing (CFT) regulations. ● Dynamic Customer Risk Profiling: Conduct thorough risk assessments, including detailed entity structure analysis, Ultimate Beneficial Owner verification, and validation of key documents such as certificates of incorporation and proof of ownership. ● Compliance Documentation and Remediation: Proactively identify and address gaps in compliance documentation, driving remediation actions to maintain audit-ready records. Process Innovation & Cross-functional Collaboration ● Collaborative Workflow Redesign: Partner with cross-functional teams, including Risk and Product, to redesign CDD/KYC workflows using data-driven insights, thereby resolving bottlenecks and enhancing approval rates. ● Process Automation Initiatives: Champion the implementation of process automation to reduce manual workload and improve operational efficiency. ● Training and Development: Design and deliver targeted training programs for frontline teams on emerging regulatory requirements and risk escalation protocols. Proactive Risk Intelligence & Strategic Advisory ● Risk Monitoring and Analysis: Continuously monitor daily operations to detect emerging risk patterns, initiating deep-dive reviews for high-risk segments. ● Predictive Analytics and Reporting: Develop predictive dashboards to inform management decisions, providing actionable recommendations to mitigate operational vulnerabilities.
1) Drive overall market and technical strategy as it relates to AWS Big Data & Analytics services. 2) Execute the strategic business development plan while working with key internal stakeholders (e.g. account teams, channel teams, service teams, support, etc.). 3) Identify specific prospects/partners to approach while communicating the specific value proposition for their business and use case. 4) Build and enable the related partner ecosystem for Greater China and fill the business development pipeline by engaging with prospects, partners, and key customers. 5) Help define the market segments, customer base, and industry verticals we target within Greater China and set a strategic business development plan for target markets and ensure it's in line with the strategic direction. 6) Work closely with the customer base to ensure they are successful using AWS web services, making sure they have the technical resources required. 7) Understand the technical requirements of our customers and work closely with the internal development teams to guide the direction of our product offerings. 8) Develop long-term strategic partnerships and handle a high volume of engagements and the fast pace of the cloud computing market 9) Experienced with account management (Enterprise, SMB and startup) and solution selling ability. 10) Relevant technical experience and industry knowledge will be very heplful. BI conversation is very business oriented thus enterprise industry (for example, retail, manufacturing etc..) experience is must have. A day in the life 1) Customer meetings to learn their business needs and pain points. 2) Understand product positioning in the market and in front of competitors. 3) design Go-to-Market strategy of the product and track the results with adjustment during execution. 4) Alignment with front-end teams (BD/SA) to scale the business. 5) collaborate with WW service teams to feedback with findings gained in the field to help product enhancement & iteration. 6) Partner Synergy as either sell to/with/through them.
As a senior customer service specialist, you will manage extraordinary situations to champion swift resolution for each customer. You will be empowered to review and make exceptions to existing policies. You will provide key support for the Retail Contact Centre’s customer-facing specialists.
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