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Service Coordinator Manager(JMNHV)

面议
欧洲-德国 |1-3年经验 |本科学历
股票期权 五险一金 通讯津贴 领导好 发展空间大 公司规模大 扁平管理 管理规范 岗位晋升 带薪年假
2023-10-23 更新被浏览:
郝经理 人事部 聊一聊
最近在线时间:2022-05-22 14:05
联系方式未公开,可发起在线直聊,请直接投递简历 投递简历
地址:德国
职位描述
到岗时间:随时 婚况要求:不限婚况

职责描述: - Responsible for leading Service Coordinator Center / Customer Support teams supporting EU market as we target to provide premium support to users across voice, email, chat, and back office activities; - lead and train a team of Service Coordinator Center / Customer Support Specialists through clear standards, policies and processes to ensure the incident, issues being managed with high efficiency and quality; - Be the role model for mission, values and integrity and help build a community and value driven organization; - based On NIO’s service process and operation specifications, supervise the Service Coordinator Center / Customer Support department to provide pre-sale / post-sale consulting services, including but not limited to product information, purchase, order, repair, maintenance & vehicle use, and handle emergency rescue calls from users; - Development clear and efficient guideline and workbook for Service Coordinator Center / Customer Support Specialist to conduct preliminary troubleshooting for the user's vehicle, and arrange the follow-up comprehensive post-sales service for users; - Responsible for the high quality establishment and maintenance of user files, and record the interaction with users in the business system; - Timely review escalated problems that cannot be handled or solved by Service Coordinator Center / Customer Support Specialist, fix ambiguities and complicated problems by a joint efforts with calibration from other teams; - Drive improvements in user satisfaction across channels; - Develop metrics to measure the growth and performance of the team, and provide reports as needed; - Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team. 任职要求: - 6 years of work experience with 3 years of direct people management experience preferred; - Strong experience managing fast scaling and highly user centric customer support teams a ideally in a community or premium lifestyle environment; - Mature product and project management experience; - Experience in building and scaling Customer Success operations, in a fast-paced start-up environment; - The ability to effectively influence and communicate; - Creative problem-solving abilities; - A passion for NIO and ensuring an outstanding user experience; - Strong English and German written and verbal skills.

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该公司的其他职位
会员等级
  • 其他行业
  • 合资外资
  • 1000人以上
  • 1996410万
关于蔚来: 蔚来是一家全球化的智能电动汽车公司,于2014年11月成立。蔚来致力于通过提供高性能的智能电动汽车与用户体验,为用户创造愉悦的生活方式。蔚来在上海、合肥、北京、南京、圣何塞、慕尼黑以及牛津等全球多地设立研发与生产机构;在中国市场初步建立了覆盖全国的用户服务体系。 About NIO NIO Inc. is a global smart electric vehicle company. Founded in November 2014, NIO's mission is to shape a joyful lifestyle by offering high-performance smart electric vehicles and being the best user enterprise. NIO has established R&D centers and manufacturing facilities in Shanghai, Hefei, Beijing, Nanjing. San Jose, Munich, Oxford and other places, and has initially set up the user service network with nationwide coverage in China.
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