携程NPL EN Regional Trainer SHACC(MJ031998)
任职要求
Key Qualifications and ExperienceFull-Time Bachelor’s Degree or aboveProficiency in both verbal and written English (or Cantonese/Japanese/Korean/any other IBU service language as required)Working experience in training or related functions, or working experience in IBU CSC is must. One of working experiences in Con…
工作职责
Core Provide training and coaching for new hires, including business knowledge and procedure, call/email/chat handling process, platform features, soft skills training and organization cultureProvide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills trainingManage and track training quality and effectivenessFollow training related SOPs, hand in training and coaching documentations in time to manage and report training progressTraining courses development such as new product/new system, soft skills training materials Communicate/discover training needs, develop the training scheduleClass management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the teamConduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunitiesAbility to work as part of a team or individually, with initiativeComplete other tasks and other training projects assigned by training supervisor
-负责百度智能云虚拟网络产品数据面的功能迭代 -负责虚拟网络数据面的性能调优、资源优化 -负责虚拟网络数据面高可用、可观测、可诊断能力的建设 -负责软硬一体化网关的研发
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. Responsible for service teams management and report to Operation Manager on overall performance and progress. 2. Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching. 3. Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products 4. Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams. 5. Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution. 6. Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization. 7. Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.
About the Position We are looking for Customer Advisors, who will be supporting Trip.com’s customers for products issues about travel. As the voice of Trip.com, you will use your interpersonal skills and passion to let travelers trust us to take care of their trip. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Key Assist customers with their inquiries and concerns in Italian or English via phone, chat, or email;Communicate effectively with customers, showing empathy and patience;Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required;Advocate the Trip.com culture both internally and externally;Assist with ad hoc projects assigned by Team Leads / Supervisors.