DESKRIPSI PEKERJAAN
Devise the overall operation plan and process based on company development strategies, and assist direct-supervisor to execute operating procedures and management mechanism while assisting organizational training and risk-control and crisis management
In charge of the hiring, training and performance evaluation of the team members while supervising their daily work
Assist with establishing SOPs, newly-recruited employee orientation, customer service structure, VIP service structure, customer service knowledge base, and Q&A
Establish each customer-service related management window and analysis, and effectively strengthening and control internal-audit implementation capability
Establish daily work performance tracking mechanism for the team to quantitatively present and analyze problems while optimizing customer service procedures
Based on company department and customer needs, establish new management tools and service, in concert with SDK and R&D teams.
Supervise and rectify any inappropriate service behaviors to ensure high-quality services
Assist front-line customer-service personnel to deal with particular customer-complaint cases and major emergency incidents
Effectively and rapidly resolve consumer requests and deal with queries from within the system, and consumers through various channels
REQUIREMENT
At least 5 years of experience in customer service management in tech company or similar
Strong sense of empathy, able to think from customers’ point of view, and fully aware of customer mindset
Able to process any reasonable and unreasonable inquiries or requests from customers
Fluent in English and Mandarin (reading, writing, and speaking) to communicate with overseas teams
In the face of many issues, maintain composure while excelling at observation, analysis and problem-solving
Detail-Oriented
A team player and happy to share professional knowledge with others
Good communication and coordination capability
Excel at managing changes while optimizing personal attributes
A passionate gamer
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Supervisor / Coordinator
