POSITION SUMMARY职位概述:

Be responsible for dealing with the customer complaints, most are from post cruise;

Communicate with the guest through phone and email, and occasionally face-to-face;

Assisting in the investigation of serious complaints;

Manage the datum and reports in system;

QUALIFICATION 任职资格：

Above 3 years’ working experience in after sales customer service or guest relations function;

Working experience in travel industry or cruise line industry is preferred.

Spoken and written English skill

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ESSENTIAL DUTIES AND RESPONSIBILITIES基本职责:

® Responsible for Chinese guests’ complaints of post cruise

负责中国客人航次出行后的对游轮体验的投诉；

® Investigate complaints with relevant supplier / shore side departments

与相关的供应商或办公室其它部门展开对客人投诉的调查；

® Apply and make resolution effectively by using company compensation guidelines

有效运用公司标准赔付指南和流程处理，解决投诉；

® Accurate complaints’ documents management by using Siebel CRS

运用Siebel CRS 系统准确的管理投诉档案；

® Maintain dialogue with Customer Relations Manager to ensure they are aware of workload issues and complaint trends for ships.

与客户关系经理保持良好的沟通，以确保客户关系经理了解客人投诉的原因及问题所在；

® Responsible for escalating issues where appropriate to Customer Relations Manager.

当客人投诉升级时，及时向客户关系经理反馈；

® Maintain good knowledge of ongoing and contemporary issues onboard ships

对船上存在的问题或继续发生的问题拥有良好的应对知识；

® Close a target number of cases per day as set by the department manager/supervisor, which will vary in line with business demands

按时有效的完成客户关系经理交付投诉。

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QUALIFICATIONS AND EXPERIENCE任职资格和所需经验:

® Previous customer relations experience or dispute resolution experience preferred.

有处理客户关系、投诉或者有调节纠纷经验的优先；

® Negotiation skills, a genuine desire to help people and the ability to express empathy where appropriate are also desirable skills.

具有良好的沟通和谈判能力，能真诚地渴望去帮助客人解决问题，在适当的时候表露对客人的共鸣感。

® Demonstrated ability to work independently and take initiative.

具有独立并且积极主动完成工作的能力。

® Good oral and written communication skills.

具有良好的语言表达能力和书面交流技巧。

® Confident communicator sensitive to the customer and the issues which have been raised.

当客人投诉升级时，能通过自信的交流让客人理解。

® Ability to handle challenging questions；Strong problem solving skills；Excellent attention to detail；Proficient with MS Office.

具有能处理具有挑战性的投诉的能力，认真仔细并精通计算机办公软件。

上班地址：东大名路358号国际港务大厦1601室