Report to: English Operations Team Leader

Position Description:

To provide an efficient, professional and proactive customer focused response to requests for travel/medical and roadside assistance, and to co-ordinate all aspects of assistance in a cost effective and thoughtful way in line with company procedures.

Specific Duties and Responsibilities:

• To handle all incoming and outgoing calls in a prompt and courteous manner in line with company standards
  
• To assist clients as necessary by taking actions to provide high level services according to their needs and strive to always exceed their expectations
  
• Document conversations, actions, and correspondence into computer based system to ensure the clients and supervisor are updated accurately and timely on progress.
  
• Work in a team environment to ensure proper case handling
  
• Work towards achieving on all Objectives set for department and individual
  
• Work on projects as assigned by team leader and/or Call Center Manager

Guidelines:

Schedule
The department is open 24 hours a day, 7 days a week (including public holidays). All staffs are required to work on rotating shifts （morning shift, middle shift and night shift）in accordance with department roster

Confidentiality
Assistance Coordinator will be privy to sensitive company and customer information, therefore discretion must be used with communicating with external entities

Qualifications:

• Excellent command of English and Mandarin (verbal and written)
  
• Strong written and spoken communication skills
  
• Excellent telephone customer service skills
  
• Possess a sense of commercial awareness
  
• Excellent PC skills (Word, Excel, Internet), including strong typing ability
  
• Other foreign languages and dialects will be an advantage
  
• Medical, automobile or travel industry background will be a plus

汇报对象：欧美部组长

职位描述：

• 接听欧美部所有客户的电话
  
• 根据需要，协助或为客户提供必要的服务
  
• 确保往来文件，任务执行和通信联系正确输入到NACS系统之中。
  
• 在团队合作下工作，确保案件的正确处理
  
• 执行操作部经理和/或欧美部负责人分配的工作

指导原则：

工作时间
呼叫中心需要每天24小时，每周七天为客户提供服务，所以所有员工都要根据部门轮班制度在倒班 （早班，中班，夜班）的基础上开展工作

保密原则
AC会接触到公司和客户的敏感信息；所以在与外部实体沟通时，必须谨慎行事

要求：

• 大专及以上学历
  
• 良好的英文运用能力（包括口语和书写）
  
• 良好的书面与口头的沟通能力
  
• 良好的电话客户服务技巧
  
• 良好的微机操作技能（WORD，EXCEL，INTERNET），和快速的打字能力
  
• 有医疗、汽车或旅游行业背景者优先