菜鸟菜鸟-客户体验及服务运营岗(葡萄牙/以色列)-西班牙

任职要求

1. Be knowledgeable about the BPO and HRO industries and familiarise with call center operation and management.
2. Be fluent in English and Chinese(extra language capability:  Spanish/Portuguese/Hebrew is preferred)
3. Have some experience in logistics or global e-commerce customer service.
4. Be good at communicating with different business units and department…

工作职责

1. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective.
2. Improve customer experience by collaborating with relevant departments using customer experience data and VOC to identify core business problems and causes.
3. Design overall service solutions, including but not limited to service flows, service tools and system functions for customer services, and guarantee the effectiveness of the solutions, while continuously improving them.
4. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc.
5. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation.
6. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation.
7. Deal with high-risk customer issues, including social media, to reduce service risk and improve satisfaction.