新可安保修服务（天津）有限公司

Overview:
This position is responsible for facilitating service between Xin Ke An’s client’s, customers and service providers. This role is primarily a direct support role to the Service Manager position but will also provide assistance to the call center team and client retail stores if required.


Duties/Responsibilities:
Assist service manager to handle service request escalation from call center and store
Assist service manager to maintain and develop partner relationship with Service Providers.
Service department documentation, database setup and maintenance & project management.
Assist service manager to manage the ranking system of Service Provider through KPI (key performance indexes), cost efficiency, service processing and standard.
Service Department daily operation.
Minimize Service Center “Finds” and Complaints on a daily basis using expanded system privileges and training. Proactively develop network resources.
Intimate working knowledge of the business rules of all of Xin Ke An’s client programs.
Proactively interact with internal departments to resolve service provider issues and escalations.
Work on assignments and special projects as directed.
Perform on-site provider evaluations as necessary.
Identify operational opportunities and communicate them effectively to Regional Service Manager.
Proven record of initiative, independence and ability to recognize improvement opportunities.
Responsible for interaction with customers, service providers, and clients.
Takes the charge for SP claim work by Region by month
Help speed up products buy out procedure for the customers


Knowledge/Skill Requirements:
College/Business degree preferred.
General sense of customer service knowledge.
Excellent communication skills. (verbal and written).
Good command of oral and written English.
Prior telephone and/or face-to-face communicate skill
Capable of working on multiple tasks.
Hardworking, responsible, sincere & trustworthy.
Working experience in service department will be a plus.
Excellent organizational skills.
Availability for limited travel.
Advanced PC knowledge including advanced internet research, MSOffice Suite (Word, Excel, PowerPoint)
Can meet a dynamic and flexible working environment

见习期6个月，表现良好可转正！

新可安作为全球延展保修服务行业的领头羊，成立于1983年，总部设在美国维吉尼亚州的Dulles，提供专业独立的第三方管理方案，延展保修服务计划、制造商质保管理方案、采购方保障方案及产品售后支持方案，集团业务不仅在美国牢牢占据领先的位置，而且积极向全球进行拓展，08年更是与业内另一龙头Asurion进行强强联手，成为行业内的霸主，市场份额超过50%，全球雇员超过10000名。
新可安于2006年进入中国市场，中国总部设在上海，为各大零售商售卖的产品提供全面的延展保修服务计划，覆盖所有以电力、电池驱动的，或机械操作的产品，包括消费电子产品、大小家电、家用装修产品、电动工具、玩具、体育用品、健身器材等。目前，新可安在国内有十大合作伙伴，在170多个城市的1300多家零售门店为消费者提供延展保修服务计划。
新可安通过全球11家客户服务中心，每年为1.5亿多消费者提供优质的服务，是业内唯一一家获得 J.D. Power and Associates 授予的“杰出客户服务体验”企业称号的公司，并且我们连续四年活动该荣誉称号。在中国市场，新可安凭借其一贯的优质服务，赢得了稳固的市场地位和良好的声誉，并已经成为业内的典范与标杆。