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公司是全球最大的交易网站之一。经过十年的发展，在全球33个国家和地区设有分支机构，拥有超过2.12亿注册用户，被誉为全球互联网上最受欢迎的购物网站。
投递简历方式：
Name: helen
Mail: helen@hr-bearhunter.com
Microblog: http://weibo.com/hrhelen 更多职位更新信息请关注我的微博，我会及时发布新的职位空缺。
部门介绍：
本部门为公司面向香港、新加坡的业务部门，所以希望候选人粤语母语，英文基本交流即可，2011年应届生可以先从Customer Support Agent、Business Support Agent做起，有工作经验者按经验安排相应职位。
工作地点在哪里：
上海张江高科技园区（地铁二号线张江站下来即到）
Account Manager --- Cantonese
JOB DESCRIPTION
I. GENERAL SUMMARY
Retain constructive relationships with our elite and high volume merchants; serve as a one-stop solution provider for all service needs, and facilitate merchants’ business growth with our product.
II. DUTIES & RESPONSIBILITIES
A. Merchant Satisfaction Delivery
1. Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, and meet specific customer satisfaction requirements.
2. Be available to answer all email, phone, and voice mail inquires from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints
3. Provide accurate solutions and proper education to merchants regarding products and processes
4. Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved.
5. Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and business
6. Provide feedback to related teams on customers’ voice timely and proactively work on the solutions
7. Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher management team.
B. Account Retention
1. Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach as assigned.
2. Regularly update customer relationship management database; study and analyze the challenges and opportunities for each merchant
3. Constantly monitor account behavior and report outstanding issues
4. Support other business units with marketing programs and promote product features; conduct phone or email outreach to targeted account portfolios to promote marketing campaigns, and complete assigned targets
5. Boost merchants’ business with company products, develop constructive relationships, and identify business opportunities
C. Additional responsibilities
1. Maintain and promote a positive attitude while meeting productivity goals.
2. Develop scripting and support materials as assigned
3. Continue education to keep pace with product modifications and additions
4. Attend company provided training and maintain compliance with all applicable regulation
III. JOB QUALIFICATIONS
A. Education
Bachelors’ degree or equivalent work experience preferred
B. Experience
1. Experience in an Internet company, financial institution or transaction processor is preferred.
2. Experience in customer relationship management or outbound service is a must; sales, telesales or telemarketing is preferred.
3. Experience using Microsoft Office products including preferred: Excel, Word, Access, Outlook, Visio, Web Accept and PowerPoint a must.
4. Customer communication experience (email & phone)
C. Knowledge, Skills, and Abilities
1. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to the customer.
2. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
3. Ability to make discretionary decisions based on research independently. Performs a variety of tasks. Works under general supervision; typically reports to a supervisor. A certain degree of creativity and latitude required
4. Ability to handle tough contacts and complaints
5. Ability to deliver right suggestions to merchants to facilitate their growth, detect risky trend of managed accounts, and take proactive action to avoid loss.
6. Ability to complete multi-tasks; good skills in time management, task management and problem solving
7. Well-develop sense of urgency and follow through; good judgment of importance, priority and emergency; good analytical skills
8. Good ability of trouble shooting, has certain degree of flexibility and maturity
9. Ability to develop and maintain professional working relationships with co-workers and peers.
10. Ability to conduct outreach to customers and up-sell the marketing campaign or promotion program;
11. Ability to maintain excellent relationship with merchants
12. Good on-line business knowledge and related industry knowledge; ability to learn and adapt to new product knowledge and software technologies. Knowledge includes the area of risk, protection and best business practice.
13. Ability to maintain professionalism while meet all the production goals, take the ownership and responsibilities for assigned tasks.
14. Good business writing and presenting skills
15. Strong working knowledge of PC based Internet and software applications. (The Internet, Microsoft Office, etc.)
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发表于 2011-6-22 12:54:35
