Customer Service Centre Manager Job Vacancy in China ? New Jobs Corner

May 31st, 2011

Job Title: Customer Service Centre Manager

Job ID: A23814

Location: Beijing, Beijing, China

Shell China aspires to be the leading international energy company meeting the energy requirements and contributing to the economic prosperity of China and our customers in an environmentally and socially responsible manner. Currently, we are one of the largest multi-national companies in China. In addition, we are the top international oil company of lubricants manufacturer and marketer, LNG supplier, coal gasification technologies and bitumen supplier in China.

Shell products, services and our commitment to sustainable development are well regarded in China. We received a number of external awards in 2009, including awards for our high-quality products, good management and our social contribution, such as: Asia 200 ? Multinational Award (Asia Wall Street Journal), Greener China Business Award (Business Week), Company of Best HR Management in China, Top 10 Environmentally Responsible Companies China Award and China Green Benchmark Company.
Responsibilities:

Accountable for the daily operation of the Shell Customer Service Organization (s) and/or Transaction Processing Services centre, providing visible leadership, ensuring the right staffs are in right roles and individuals remain developed and motivated to deliver world-class customer service.

1) Accountable for delivery of customer services (on budget and against agreed Key Performance Indicator (KPIs)) for the Customer Services Operation(s) they manage.
2) Manage day to day budgets and Purchase Order releases, and work with CSA to continuously challenge our Cost to Serve.
3) Responsible for Streamline implementation and the benefits realization in the Customer Service Operation(s) they manage through the delivery of the Streamline levers, including Full Time Equivalents (FTE) efficiencies, Global Systems Applications and Products(GSAP)/ Customer Facing implementation/ retrofits and compliance to design (e.g. Offer Book, Global Standard Organization Model (GSOM), Customer Service Operating Model(CSOM) and etc.).
4) Accountable for delivering against the agreed Service Level Agreements with the businesses.
5) Work in partnership with CSA to optimize the service delivery and identify opportunities for continuous improvement, in compliance with the Streamline design and change request processes.
6) Responsible for action taken to address the cause of customer dissatisfaction, identified through customer feedback (e.g. Complaints, Event Driven Surveys and the Customer Satisfaction Index) and Offshore Technology Conference / Order to Cash, developing agreed action plans and work through to execution with CSA and other business partners.
7) Execute the customer service processes to ensure operational commitments are fulfilled.
Control Owner for the Customer Service Operation(s), as per the Group Controls Framework.
9) Responsible for ensuring that Health, Safety, Security and Environment (HSSE), local legal and the Shell Group policies and procedures are clearly communicated, understood and adhered to within their teams.
10) Manage and promote the Employee Value Proposition as aligned with Shell Group and Shell Shared Service Centre (SSSC) policy and standards.

Requirements:

1) At least 10 years working experience of Customer Service Management in MNC company.
2) Passion for the customer and an in-depth understanding of customer requirements and problems.
3) In-depth knowledge of company business and processes.
4) Sense of Urgency ? with the operation of customer facing services being critical to business continuity in this competitive environment..
5) Familiar with Customer Service Management IT application and systems, e.g. LAN, WAN, etc is a plus.
6) Personal leadership skills demonstrated by promoting customer focus and team spirit, improving team performance and motivating staff who have to work under intense work pressure at all times.
7) Ensure high customer satisfaction via leading, coaching, motivating, coordinating and providing guidance to the team and all others involved in the process of servicing customers.
Sense of Reality ? understanding the cost / benefits of potential changes to services / service deliverables.
9) Mandatory English language Skills.

Application Deadline: Wednesday 29 June 2011

Number of Vacancies: 1

Apply to:

http://impact-gs.jobstreet.com/forms/Shell_MY/experiencedApplication.aspx?eid=yBmPSZJZLpSxb2YvUQ9j%2beZvC1g%3d&uid=469|23814||&did=0&its=0&src=8&ref=&cc=&agn=

Tags: China Job, shell Job

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