Title: Customer Service Manager, GC
Report to: Director of Customer Service Centre
Department: PT
Location: Shanghai
Role Description:
Work across the business to continually improve sales, service and overall experience for all our customers, whilst delivering advocacy and competitive differentiation
Through innovative, ambitious and aggressive initiatives, deliver execution of our business identified and unidentified needs to support the business expanding or major customer related projects
Manage the Linde customer interface and seek the maximise customers experience at every opportunity and aligns resources – people, systems and CSC technology to meet the changing demands
Build a working partnership with all stakeholders. Ensure we deliver an efficient, effective, high standard and continuously developing service as set out in the SLA and PSO. Raise the profile of the brand through service development, promotion and training whilst increasing sales and meeting financial targets set
Establish the tele-business team and related process to seek the opportunities of maximizing sales revenue
Primary Responsibility:
Promote effective working relationships with respective business partners to achieve the joint delivery of services in the most efficient way
Support the different market sectors (PGP, Healthcare, bulk and etc.) through the effective management of individual business support service teams. This will include managing, negotiating and coordinating Service Level Agreements (SLAs) to deliver effective customer service support in agreed timeframes
Lead the teams on directorate and organisational wide projects and manage conflicting deadlines and priorities associated with that
Lead on the development and implementation of new ways of working across all areas
Provide guidance and advice to the business in relation to how customer service system best support the needs of the business, communicating the requirements to senior support staff
Capable of assessing varying situations and using own initiative to seek satisfactory resolution
Establish a fully multi-skilled team that demonstrates full ownership and resolution of customer enquiries from different business line
Provide enhanced performance measurement via a comprehensive range of KPI’s – Quality and quantity focused, able to implement refined call centre measurement and ensure full utilization of resources
Establish the customer service function as a demonstrable attribute to the business and a clear element in our PSO offers - Positively influencing the customers perception of Linde primarily through strong customer focus and professionally presented calls
Act as first point of reference re escalation issues and work with the business to support these with
building empowered capable teams membersAct the customers champion, and uses analysis and influence to drive continuous improvement between the business and our customers
Work in partnership with Sales / Marketing and other CSC teams, acts as change agent
Establish priorities and allocating resource appropriately, understands demands and resources and is able to ensure these are matched
Produce and circulate reports on customer service performances against KPIs with analysis, trend patterns and non conformity and helps align the customer satisfaction results to our internal measures
Develop, manage and motivate the team to achieve and exceed organisational objectives
Responsible for the management and development of the tele-business team and delivery of performance objectives and targets. This will include the recruitment, development, training, performance management and retention of tele-business team
Develop process to manage and monitor inbound and outbound, CRM and campaign activities and extract extra revenue
Identify and implement solutions including development of systems and tools to ensure every sale
opportunities are captured and team is well developed in selling and negotiation skills to achieve the sales target
Required critical behaviours:
Change orientation
Strategy delivery
Customer Orientation
Influencing
Functional capability
Performance Orientation
Visible Leadership
Growth Drive
Information sharing
Teamwork
Strategic thinking
Sales and Marketing
PSO interpretation
Coaching skills
Motivation
Performance Management
Proficiency in IT/CRM
Management Operating Framework
Resource Planning
Improving OTC process
Excellent negotiation skills
Demonstrable system and CRM knowledge/application
Strong planning and organisation skills
Change management skills
Well defined coaching skills
Strategic thinking and ability to apply strategy to internal business
Market awareness and broad networking skills
Required key skills (functional/technical):
Excellent leadership skills
Well developed people management and interpersonal skills
Broad commercial knowledge
Excellent communication skills – written and verbal
Sales / marketing/Financial knowledge
Understanding of OTC process, product knowledge, service offering and relationships with business
Defined Influence and impact skills
Enhanced Analytical skills
Presentation skills
Project management skills
Business case development
Required Qualification:
8+ years experience in customer service
Proven results delivery- demonstrated success within a customer service environment
Delivered complex change mgt programmes /project management
Experience in Team leadership
Senior management experience
CSC Telephony and relevant system experience
CSC Benchmarking
Coaching , developing and motivation
Resource planning
If you’re interested in this position, please submit your CV to hr.china@linde.com.
如您有兴趣申请此一职位，请提交您的申请及个人简历至hr.china@linde.com，谢谢