Mô tả công việc
POSITION PURPOSE:
The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth, and reduced operational losses.
We are looking for a customer-centric individual with team management skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction.
RESPONSIBILITIES:
Day-to-day:
Partner with the leadership team to identify and escalate issues and/or crises related to site, internal or external systems when necessary.
Assist customers by providing information in response to inquiries about products and services and resolve customer problems/issues in a timely, professional, friendly, and courteous manner.
Support all contact channels by successfully handling a high volume of inquiries via emails/chats or other channels.
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Manage workflow, escalations and effectively delegate workload across the team.
Coordinate with other departments to resolve customer issues, including proactively following through on all requests with all levels of the organization to ensure the fastest response time possible.
Ensure a thorough understanding and enforcement of our policies and procedures.
Maintain and improve day-to-day operations.
Customer satisfaction management:
Ensure core satisfaction metrics are measured and analyzed on a regular basis.
Collect customer insights from various channels and provide feedback to responsible departments.
Quality assessment/review:
Monitor and improve customer inquiry resolution quality.
Implement quality assessment on all agents on a weekly/monthly basis.
Identify and eliminate root cause barriers to accuracy, productivity, and quality.
Create development plans for agents with low-quality scores.
Risk management:
Solve complex customer service issues and proactively prevent negative service trends.
Detect, measure, and analyze operational risks.
Proactively inform and keep BOD in the loop on statuses of major crises and urgent matters.
Team establishment and management:
Evaluate workload throughout the year and recruit full-time or part-time agents.
Provide effective conflict resolution.
Plan, assign, and direct work;
Ensure team culture is in line with the vision, mission, and core values of the company.
Interview, onboard, and train new agents.
Assist CEO in design and carry out employee training programs based on market trends, and business needs.
Evaluate performance of the team on a regular basis.