携程EN HTL Customer Care(MJ035993)
任职要求
Bachelor’s degree or above. Highly proficient in both verbal and written English with excellent proficiency preferred. Fluency in Chinese is required. Have a passion for helping and supporting others…
工作职责
Key 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’s products and services. Enhance the Trip.com brand through social media and reputation platforms (Facebook, Twitter, TrustPilot, etc.) Assist with any ad hoc projects and tasks from the Customer Success Manager.
- Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) 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.
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 the Trip.com culture both internally and externally.Assist with ad hoc projects assigned by Team Leads / Supervisors.
1. Support to achieve service level and efficiency targets from a workforce management perspective; 2. Real-time monitoring of service level and providing suggestions to the service team; 3. Work closely with team leaders to constantly monitor staff movements in line with the forecast plan; 4. Implement improvement measures to ensure SLAs are well-met; 5. Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers; 6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities.
- 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 the Trip.com culture both internally and externally. - Assist with ad hoc projects assigned by Team Leads / Supervisors.