客户服务主管
博士视听系统（上海）有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：家具/家电/玩具/礼品
职位信息
- 发布日期：2022-06-28
- 工作地点：上海-闵行区
- 工作经验：3-4年经验
- 学历要求：本科
- 语言要求：英语熟练
- 职位月薪：1-1.5万·13薪
- 职位类别：客服主管
职位描述
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, and conducting collaborations in native languages, regular quality monitoring on a reasonable sample size of customer interactions as well as escalations management.
Key outputs:
1. Support GC CS head to collaborate in the definition of the Customer Service strategy which aligns with global strategies and the local customer experience trend.
- Cooperate to do industry research and competitive analysis and share the findings across the global & business teams.
- Participate to design & develop mystery buyer / pre and post-service journey mapping program to get an understanding of customers’ pain points, identify critical gaps, and list improvement plan.
- Be accountable for collecting & identify the expectations of our consumers and prospective customers
2. Manage daily escalations and complaints and in absolute compliance with local market regulations and business best practices.
- 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 to follow up all cases end to end to reduce risks.
- Establish and maintain a positive relationship and productive way of working with global functions such as legal and local business stakeholders to de-escalate complaints and turn around experiences in Greater China and Japan.
- 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.
3. Drive continuous improvement.
- Support to 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 and communicate with stakeholders in local markets.
- 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.
Key experiences:
- More than 2 years managing customer service operations or quality assurance roles
- Experience in managing external partners with a focus on: Quality management, Calibrations and complaints handling.
- Chinese plus fluency in English.
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, and conducting collaborations in native languages, regular quality monitoring on a reasonable sample size of customer interactions as well as escalations management.
Key outputs:
1. Support GC CS head to collaborate in the definition of the Customer Service strategy which aligns with global strategies and the local customer experience trend.
- Cooperate to do industry research and competitive analysis and share the findings across the global & business teams.
- Participate to design & develop mystery buyer / pre and post-service journey mapping program to get an understanding of customers’ pain points, identify critical gaps, and list improvement plan.
- Be accountable for collecting & identify the expectations of our consumers and prospective customers
2. Manage daily escalations and complaints and in absolute compliance with local market regulations and business best practices.
- 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 to follow up all cases end to end to reduce risks.
- Establish and maintain a positive relationship and productive way of working with global functions such as legal and local business stakeholders to de-escalate complaints and turn around experiences in Greater China and Japan.
- 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.
3. Drive continuous improvement.
- Support to 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 and communicate with stakeholders in local markets.
- 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.
Key experiences:
- More than 2 years managing customer service operations or quality assurance roles
- Experience in managing external partners with a focus on: Quality management, Calibrations and complaints handling.
- Chinese plus fluency in English.
公司介绍
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。
更多关于bose公司的信息，敬请登录网站：***********
我们热忱欢迎您的加入，共同迎接bose这一事业带来的机遇和挑战。
想了解Bose更多招聘信息，请登陆Bose Career官方网站： ********************************************/Bose_Careers/jobs
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。
更多关于bose公司的信息，敬请登录网站：***********
我们热忱欢迎您的加入，共同迎接bose这一事业带来的机遇和挑战。
想了解Bose更多招聘信息，请登陆Bose Career官方网站： ********************************************/Bose_Careers/jobs
联系方式
- Email：sh@bose.com
- 公司地址：嘉里建设广场一座