Operations Specialist, Call Center CHN

JOB SUMMARY

Back-office support for a team of telemarketers from the call center, especially for compiling and recording data in the spreadsheets and systems used to control tour production. Centralizes this information in reports for management to monitor TM and overall call center performance. Fulfill the production bookings and tour bookings process with site operation, make sure all bookings are correct and in time.

JOB SPECIFIC TASKS

• Back end Support a team of telemarketers from the call center and local marketing.
• Data entry for daily bookings using OTM system and sending email blast to clients.
• Charging using Alipay system for packages.
• Maintain log record for charging, refund, voucher etc.
• Maintain log record for different department daily bookings.
• Handle daily / monthly reports to managers for call center booking result and performance.
• Maintain good record/ filing system.
• Updating new email blast as and when there are new promotions.
• Updating Direct sale tours at OTM and shared documents with site.
• Updating OTM system for confirmation, cancellation, or important notes to support sales gallery.
• Rotating shift on weekends for data entry and assist sales gallery for any enquiries related to bookings.
• Confirmation and verification the package bookings before charge customers, make sure they meet sales and marketing qualification.
• Confirmation and verification tours before customer attend the virtual presentation, make sure they meet sales and marketing qualification.
• Performs other duties as appropriate.

CANDIDATE PROFILE

• Minimum of one (1) year of experience in administrative, data entry or a related field.
• Proficiency in Mandarin and English (additional language required for certain positions)
• Intermediate computer with proficiency in the use of Microsoft Office computer word-processing skills with specific knowledge of Microsoft Excel and Word
• Ability to work under pressure, manage multiple priorities, and be a self-starter.
• Ability to work within tight deadlines and meet targets. Proven ability to work in a team environment and interact with all levels of the organization.
• Excellent organizational and attention to detail skills.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Analytical Skills

• Learning

Administration

• Organization

Personal Attributes

• Integrity
• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

Communications

• Listening
• Communication
• Mandarin and English Language Proficiency
• Applied Reading

Interpersonal Skills

• Diversity Relations
• Teamwork
• Interpersonal Skills