携程Customer Advisor JP Fullskill SHACC NPL(MJ029873)
任职要求
1. Proficiency in both verbal and written (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian);2. Have a passion for helping and supporting others. You gain a sense of fulfillment from saving someone's day;3. Able to work in shifts (morning, day, afternoon, and night), as well as during weekends and public holidays;4. Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint etc.);5. Positive and forward-thinking attitude, with a diligent and result-orientated approach to work.
工作职责
1. Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) via phone, chat, or email;2. Communicate effectively with customers, showing empathy and patience;3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required;4. Advocate the Trip.com culture both internally and externally;5. Assist with ad hoc projects assigned by Team Leads / Supervisors.
1. Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) via phone, chat, or email; 2. Communicate effectively with customers, showing empathy and patience; 3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required; 4. Advocate the Trip.com culture both internally and externally; 5. Assist with ad hoc projects assigned by Team Leads / Supervisors.
1. Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) via phone, chat, or email; 2. Communicate effectively with customers, showing empathy and patience; 3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required; 4. Advocate the Trip.com culture both internally and externally; 5. Assist with ad hoc projects assigned by Team Leads / Supervisors.
1. Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) via phone, chat, or email; 2. Communicate effectively with customers, showing empathy and patience; 3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required; 4. Advocate the Trip.com culture both internally and externally; 5. Assist with ad hoc projects assigned by Team Leads / Supervisors.
Ø Complete AI relevant training courses provided by AI team and get the AI trainer certification Ø Design customer-robot interaction by reviewing our knowledge base, including Q&A maintenance to guarantee business coverage of the knowledgebase. Standard answer script writing and optimization natively in specific language and keep answers in line with updated business procedure. Optimize the content of the answers, business logic configurations and answer display according to customer’s needs and real time booking status. Ø Improve the customer intention recognition accuracy of the chat-bot by performing corpus annotation in a high-quality manner, which will be used for AI model training. Ø Identify the issues in the customer-robot interactions, prudently analyze the relevant data and generate regular chat-bot performance reports, and continuously improve the algorithm model accuracy, customer satisfaction, and service performance of the chat-bot. Ø Analyze the agent sessions by looking into the conversation between customer-robot and customer – advisor, along with customer behavior during the service recorded in system, then find out the reason of transfer to agent, and come up with suggestions for chat-bot optimization. Ø Collaborate with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations and project implementations.