客户关系

Responsible for establishing the Customer Services Strategies, Policies, Process and Targets. Control the performance of the Commercial Agencies and manage directly the central services of Customer Service Department. Represent the Customer Service Department in front of the organization and other entities like Water Bureau, Banks and Post Office.<br><br>Duties and Responsibilities:<br>Establish and ensure the implementation of the Customer Service Strategies, Policies, Process and Targets.<br><br>Measure and optimize customers’ satisfaction through regular Customer Surveys.<br><br>Promote new offers to Customers; promote new technologies and opportunities for improved service efficiencies.<br><br>Optimize performance of Call Center, maintain high level of client contact; guarantee claims handling and management in time.<br><br>Ensure optimization of on-site Meter Reading, Invoicing, Payments and Recovery of unpaid bills.<br><br>Follow up contracts with outside contractors; guarantee good relationship with other departments.<br><br>Manage and develop Customer Software, internally or in relation with outsourcing companies.<br><br>Manage Customer Service Agencies; hire new staff when necessary.<br><br>Analyze statistics (key indicators) and define ways of improvements.<br>给水/自来水--水厂运营管理；Requirements:<br>Degree holder or above in Business Studies / Marketing or equivalent.<br><br>At least 5 years of relevant experience in senior consulting or customer service in a call centre operation or field support within the public utility corporation.<br><br>Knowledge of water service facilities is an added advantage.<br><br>Strong people management skill and capable of improving and developing your staff customer interface skills to provide the highest standard service in customer relations.<br><br>Fluency in both written and spoken English and Mandarin.<br><br>Mature, enthusiastic and able to work with people from all walks of life.<br><br>Ability to work independently and under pressure.hr_recruit_tch@126.com