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Customer Service Rep-Call Center
4 days ago
- Answer 400 hotline to offer guidance or solutions for enquiry from customer.
- Make calls to customer for on-site service follow-up when necessary in order to improve customer satisfaction.
- Maintain a good relationship with customers, respond to customer needs efficiently, communicate and coordinate with relevant departments to reach a consensus.
- Responsible for the daily coordination of call center including shift scheduling, solve problems in a timely manner etc., supervise and provide instruction to agent including service quality inspection, monitoring work efficiency etc.,
- Assist on call center SOP update and establishment.
- Review daily service data, analyze and make improvement plan accordingly.
- Complete customer care monthly report.
- Assist in coordination with 3rd party supplier, improve their quality delivery and customer satisfaction to ensure hotline system operation.
- Collect internal and dealer's requirement for system, collate & analyze it; coordinate and work with supplier to develop system enhancement.
- Other task assigned by line manager.
2.必要时致电客户进行现场服务跟进,以提高客户满意度。
3.与客户保持良好关系,高效回应客户需求,与相关部门沟通协调,达成共识。
4.负责呼叫中心的日常协调,包括排班、及时解决问题等,监督并向代理人提供指示,包括服务质量检查、监控工作效率等。,
5.协助呼叫中心SOP的更新和建立。
6.审核日常服务数据,分析并制定相应的改进计划。
7.完成客户关怀月报。
8.协助与第三方供应商协调,提高他们的交付质量和客户满意度,以确保热线系统的运行。
9、收集内部及经销商对系统的需求,整理分析;协调并与供应商合作开发系统增强功能。
10、直线经理安排的其他任务。
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