携程NPL EN QC SHACC(MJ031999)
任职要求
RequirementsFull-Time Bachelor degree or above;Proficiency in English both verbal and written, Chinese is a plus.Strong organization and time management skills.Strong communication skills in 1 on 1 or public speaking.A strong customer oriented mindset.Good …
工作职责
About the Position We are looking for an Quality Control Specialist, who will ensure our customer interactions are aligned withTrip.com’s service and business objectives. By playing a key role in the service team, you will be standardizing communication processes and improving the customer experience. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our dynamic and fast-growing team? Key Evaluate advisor performance by monitoring communications with customers and system operations.Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.Lead or participate in service quality and workflow improvement initiatives.Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.Advocate theTrip.comculture both internally and externally.Assist with ad hoc projects assigned by Team Leads / Supervisors.
1. Evaluate advisor performance by monitoring communications with customers and system operations. 2. Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems. 3. Lead or participate in service quality and workflow improvement initiatives. 4. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required. 5. Advocate the Trip.com culture both internally and externally. 6. Assist with ad hoc projects assigned by Team Leads / Supervisors.
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
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.
Resolve escalated customer concerns and complaints by creating positive experiences;Utilize strong communication skills to connect with customers and negotiate when necessary;Consistently follow-up with customers until their concerns are fully resolved;Identify operational issues and cooperate with other teams/departments to improve Trip.com's products and services;Assist with any ad hoc projects and tasks from the Customer Success Manager.