长沙招聘

Main purpose of the job:

    

Drive, sustain and enhance quality of Customer Services in order to boost customer advocacy and engagement, by translating the Bose brand message and tone of voice into observable and recognizable attitudes that Customer service teams can adopt and deliver through right tools, collaboration with stakeholders and partners in various projects.

    

    

Key outputs: Create the environment for the Customer Service teams to deliver an engaging Customer Experience.

    

- Actively support the Customer Service Team in their understanding and implementation of the quality scope and engagement tools such as WeChat Chat solutions at this stage.

    

- Define observable and measurable behaviors that impact customer satisfaction and constantly update the monitoring grid accordingly.

    

- Integrate the brand message and tone of voice into the quality monitoring grid, and promote it as a powerful weapon to boost customer engagement.

    

- Lead local languages quality calibration sessions with the outsourcer Team leaders and Quality manager to ensure a harmonized and fair way of evaluating customer service specialists’ quality of service and speech.

    

- Supervise the quality monitoring process and status, ensuring its full application.

    

Drive a flawless Customer Experience for Bose from both local consumers perspective and in absolute compliance with local market regulations.

    

- Analyze, challenge and improve all existing Bose handling processes impacting the quality of customer experience, the efficiency of operations and the adherence to local regulations.

    

- Be the main Point of Contact for escalations/serious complaints for all channels/functions.

    

- Establish and maintain a positive relationship and productive way of working with government authorities such as AIC.

    

- Share the updates and check adherence to policies and procedures.

    

- Align the way of working in Customer Service with overall Bose customer experience design (e.g. market strategy, omnichannel context) and contribute to China customer initiatives such as Customer experience program etc.

    

Drive continuous improvement.

    

- Collect, analyze and build reports on all customer feedbacks (e.g. Front Line, complaints, comments, customer surveys) and build relevant action plans to address improvement areas

    

- Benchmark with other Customer Service organizations and / or other industries to understand how quality can be better measured and influenced.

    

- Give visibility to Customer enablement leaders and other non-Customer Enablement stakeholders on quality trends, building recommendations on how to influence the key quality drivers.

    

- Perform root-cause analysis to ensure that each quality issue is fully understood and can be avoided in the future.

    

- Define and identify improvement areas (individual and collective), co-creating training plans.

    

- Support the outsource manager (and the outsourcer directly) in the knowledge transfer through training courses.

    

    

Key experiences:

• More than 2 years managing customer service operations or quality assurance roles
• Exposure to performance levels of customer experience, quality and productivity/Workforce management
• Experience in managing external partners with a focus on: Quality management, Calibrations and project planning and implementations.
• Customer experience related project management skills and experiences
• Languages (specific to market needs) plus fluency in English.

关于Bose公司
Bose公司由美国麻省理工学院电气学工程教授Amar G. Bose博士于1964年创建。如今，Bose公司秉持着其“尽探索之力、享音乐之极”的理念，始终以客户利益为上，坚持不懈地专注于研发与创新。Bose公司现已诞生不计其数的创新产品和科技发明专利，并在不同领域屡获殊荣。无论在家中、车上、旅途中还是在公共场所，Bose产品已成为潮流的标志，改变了人们聆听音乐的方式。
Bose公司始终致力于为用户提供非凡卓越的聆听体验，旗下产品无不彰显出其创新和精益求精的品牌精神。
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