佛山招聘

职位描述：
Summary:
Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the Support Professionals, develops action plans and implements changes.

Responsibilities:
Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. Provide timely and constructive feedback to Support Professionals.
Coach the SP level Customer Survey results for improvement of their CSAT scores.
Serve as the source of quality information and data for all areas and employees within team.
Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement.
Track and report the results of internal coaching scores and external results.
Participate in and facilitate Client and Internal Calibration Sessions.
Make recommendations for continuous improvement in programs and processes.
Consistently monitor accuracy of monitoring forms and legends.
Conduct brown bag/triage classes (secondary).
Provide coaching feedback and calibration sessions with Technical leads.
Provide at least four hours per month of customer or technical support via telephone and other electronic mediums for an assigned product.
Track quality data for Quality Analyst.
Other duties as assigned.

Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications including MS Office (Word, Excel, PowerPoint).
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to work staggered support hours.
High School diploma with a minimum of one year related experience.
Equivalent education or experience may be substituted for any of the above.

Working time:
Monday to Friday, 9am to 6pm 举报 分享

    Concentrix是财富500强SYNNEX Corporation在BPO行业的独立子品牌(纽约证券交易所代码: SNX)，是全球商务服务行业的领军企业。我们通过与客户合作，不断提供端到端客户互动服务，技术创新，数据分析，流程优化，及业务改进。作为全球化商务服务公司，我们通过转变客户体验，合理优化业务前后端及行业流程，确保在每次与客户互动时提供最高价值的服务。 Concentrix是全球客户管理BPO行业排名第二的公司。
    目前，Concentrix在全球6大洲的40多个国家有275个运营中心。我们现有的225,000+员工可以支持70种语言，为世界领先的品牌提供服务。 Concentrix主要为包括银行，医疗，保险，技术，消费电子，零售和电子商务，政府，媒体互动，运输，旅游和汽车行业提供专业服务。未来，我们将持续加大在数字化，数据分析以及全渠道领域的投资来帮助我们的客户获得更大的成功。
    目前，Concentrix大中华区拥有大连，佛山，北京，上海，深圳，苏州，贵阳，西安， 香港9个运营、开发与销售中心，为多个国家和地区的客户提供涵盖客户关系管理，网页定制业务，数字媒体的内容设计和制作，银行后台服务业务等服务。