Responsibilities
1. Provide consumers with fast and high-quality service experience guarantee, improve user satisfaction, effectively classify and prioritize the quality problems found, establish special improvement projects for key issues, explore problems at all levels such as supplier execution, individual/common business processes, systems, training, products, etc., communicate and cooperate with various business departments to improve together and achieve project goals 2. Continuously promote service projects, improve after-sales service experience, effectively improve service strategies, and assist the team to improve service quality 3. Formulate, update and maintain service quality monitoring standards, establish a process control system, regularly analyze quality inspection data, periodically track the implementation effect of improvement measures to form a closed loop, and improve various standard systems and process quality monitoring and evaluation systems 4. Responsible for sorting out the construction of the customer service center consumer process system, and continuously optimize the process through problem positioning 5. Sort out and integrate online system requirements, connect to products, follow up on the progress of requirements until the system is launched and participate in product acceptance.
Qualifications
1. 5 years or more of experience in call center processes 2. Have data analysis capabilities and be proficient in using Office, XMind, Visio and other software 3. Have strong logical thinking and problem analysis capabilities, be able to find the root cause of the problem and formulate effective improvement measures 4. Excellent written and oral expression skills, strong negotiation and communication skills, and be able to listen and persuade others based on reasonable logic 5. Be proactive in work, have the ability to work in a team, get along well with colleagues in the department, and have a good sense of service and teamwork spirit.
