Mô tả công việc
POSITION PURPOSE:
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.
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.
RESPONSIBILITIES:
Day-to-day:
Support all contact channels by successfully handling a high volume of inquiries via emails/chats or other channels.
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.
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Ensure a thorough understanding and enforcement of our policies and procedures.
Maintain and improve day-to-day operations.
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.
Manage workflow, escalations and effectively delegate workload across the team.
Customer satisfaction management:
Collect customer insights from various channels and provide feedback to responsible departments.
Ensure core satisfaction metrics are measured and analyzed on a regular basis.
Quality assessment/review:
Monitor and improve customer inquiry resolution quality.
Implement quality assessment on all agents on a weekly/monthly basis.
Create development plans for agents with low-quality scores.
Identify and eliminate root cause barriers to accuracy, productivity, and quality.
Risk management:
Proactively inform and keep BOD in the loop on statuses of major crises and urgent matters.
Detect, measure, and analyze operational risks.
Solve complex customer service issues and proactively prevent negative service trends.
Team establishment and management:
Assist CEO in design and carry out employee training programs based on market trends, and business needs.
Interview, onboard, and train new agents.
Provide effective conflict resolution.
Ensure team culture is in line with the vision, mission, and core values of the company.
Evaluate workload throughout the year and recruit full-time or part-time agents.
Evaluate performance of the team on a regular basis.
Plan, assign, and direct work;