Online service Operation Specialist

Main Responsibilities:

• Online service NSS(Net Service Satisfaction) and Interaction service operation data management

Monitor the online service NSS data and interaction service operation data(Fist call resolution, SLA, etc.) of per contact center of European region, track and analyze abnormal data, develop improvement actions in a timely manner, coordinate related departments to solve problems, and close the issue in a timely manner;

• TOP common issue identify and follow up

Identify common top issues in the region, analyze root causes, and develop improvement plans until they all closed.

• Track un-closure cases and follow up to closed

Track the consumers’ cases that have not closed, and follow up until all closed

• Improve the service process and satisfaction based on voice of consumers

Timely collect and analysis the voice of consumers, which are used to improve service process and overall satisfaction

• Organize and execute online operation meetings.

Collect information and prepare meeting materials，book meeting schedule and out put meeting minutes, tracker pending tasks to be closed.

Requirements:

• General requirements:

• Electric device, Smartphone/PC interactive service management background preference;

• Up to 3 years Professional at Europe interactive service (like hotline) operation management;

• Strong communication skills, Clear logic;

• Highly organized and target orientated

• Good at Office tools，such as excel，PPT，etc.

• Language：English , fluent in writing and speaking;

• If can speak and write Chinese is preferred (not necessary).

Date & Privacy:

https://app.teamtailor.com/companies/PpHnNxprSrQ@eu/settings/integrations/marketplace-activations