Deskripsi Pekerjaan

Monitor the trend of CSAT/NPS regularly to ensure that the country level achievements meet weekly/monthly/quarterly/yearly satisfaction targets. Establish service processes for different customer groups to improve customer experience and promote effective review collection rate to evaluate our actual service level. Manage the service quality of contact center agents, guide agents to perform customer service according to standardized requirements, including service etiquette, timely response, outbound call, quality inspection, etc., and be responsible for the KPIs and expenses of the contact center. Manage the service quality of receptionists in the service center, guide the receptionists to carry out customer service in accordance with the service standardization requirements, including appearance, behavioral actions, service words, workflow, work order entry, red line and yellow line, etc., and be responsible for all the work indexes of the receptionists. Maintain local key accounts, collect effective voice of key accounts, follow up the needs of key accounts, maintain key account relationships, supervise the local key account success manager to carry out visits effectively, check the results of key account visits, regularly visit key accounts, large retail shops, etc. to obtain the voice of the consumer and the formation of research reports. Follow up the flow of customer voice, complete the complaint case resolution, 48-hour closure rate of 90%, and supervise the completion of the VOC treatment process in each country. According to the customer's voice, classify the customer's voice, according to different voice categories up to different processing flow. Follow up the completion of the work of experience line trainers every month to ensure that the trainers complete the monthly training tasks issued by the headquarters and regularly verify the actual training effect of the user experience line staff.