Customer Service Quality Coach
上海亿贝网络信息服务有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：互联网/电子商务
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客服主管(非技术)
职位描述
The Quality Coach will be part of learning and QA team in Shanghai CS team.
The main responsibility is below:
1 To improve our Resolution and sNPS scores to drive a world-class customer experience
1.1 Case evaluation and side by side then deliver coach based on the evaluation results and observations.
1.2 Remain up to date with the Voice of the Customer by working in the queues and serving as secondary support for escalations. Continue your self-development in becoming an example of "the best" for other teammates.
2 Facilitating and conducting CMM quality calibrations with particular focus on CMM adherence and Customer Experience
2.1 Proactively work to identify problems that may hinder employee performance and discover related solutions.
2.2 Work with supervisors to manager employee performance and discover related solutions.
2.3 Communicate with QA and trainer regularly on the quality of agent effectiveness
2.4 Initiate, lead and recommend action plans that will deliver a measurable benefit to the business and/or our customers through quality coaching and agent effectiveness.
3 Create clear follow up reporting that will provide insight, trends and direction to improve the end to end customer experience.
Job requirements:
1 Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Acts with customers in mind.
2.Excellent communication, organizational and interpersonal skills.
3.Familiarity with working on the Internet and working knowledge of Microsoft Office programs such as Outlook, Excel and Word.
4.Customer focus. Genuinely cares about people, is available and ready to help
5.Is widely trusted. Can present the unvarnished truth in an appropriate and helpful manner.
6.Be patient, tolerant with people and processes. Try to understand the people and the data before making judgments and acting.
7.Builds relationship with colleagues. Demonstrates flexibility in actions, thoughts, and feelings to better handle any situation. Avoid mistakes and conflicts that may result from misinterpreting others or ineffective listening. Influences and motivates others to first-rate performance.
8.Comfortable working independently, taking ownership, you listen carefully to input, and sensitive to changing personal demands and requirements and changes accordingly.
9.Excellent data analysis and process flow optimization skills.
10.Share his/her thoughts about personal strengths, weaknesses, and limitations, admits mistakes and shortcomings.
11.Problem solving skill: Use rigorous logic and methods to solve difficult problems with effective solutions,
12.Supports team to exceed goals successfully. Steadfastly pushes self and others for results.
The main responsibility is below:
1 To improve our Resolution and sNPS scores to drive a world-class customer experience
1.1 Case evaluation and side by side then deliver coach based on the evaluation results and observations.
1.2 Remain up to date with the Voice of the Customer by working in the queues and serving as secondary support for escalations. Continue your self-development in becoming an example of "the best" for other teammates.
2 Facilitating and conducting CMM quality calibrations with particular focus on CMM adherence and Customer Experience
2.1 Proactively work to identify problems that may hinder employee performance and discover related solutions.
2.2 Work with supervisors to manager employee performance and discover related solutions.
2.3 Communicate with QA and trainer regularly on the quality of agent effectiveness
2.4 Initiate, lead and recommend action plans that will deliver a measurable benefit to the business and/or our customers through quality coaching and agent effectiveness.
3 Create clear follow up reporting that will provide insight, trends and direction to improve the end to end customer experience.
Job requirements:
1 Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Acts with customers in mind.
2.Excellent communication, organizational and interpersonal skills.
3.Familiarity with working on the Internet and working knowledge of Microsoft Office programs such as Outlook, Excel and Word.
4.Customer focus. Genuinely cares about people, is available and ready to help
5.Is widely trusted. Can present the unvarnished truth in an appropriate and helpful manner.
6.Be patient, tolerant with people and processes. Try to understand the people and the data before making judgments and acting.
7.Builds relationship with colleagues. Demonstrates flexibility in actions, thoughts, and feelings to better handle any situation. Avoid mistakes and conflicts that may result from misinterpreting others or ineffective listening. Influences and motivates others to first-rate performance.
8.Comfortable working independently, taking ownership, you listen carefully to input, and sensitive to changing personal demands and requirements and changes accordingly.
9.Excellent data analysis and process flow optimization skills.
10.Share his/her thoughts about personal strengths, weaknesses, and limitations, admits mistakes and shortcomings.
11.Problem solving skill: Use rigorous logic and methods to solve difficult problems with effective solutions,
12.Supports team to exceed goals successfully. Steadfastly pushes self and others for results.
公司介绍
eBay.cn简介eBay.cn是eBay 的全资子公司，致力于推动中国跨国交易电子商务的发展，帮助中国的小企业和个人用户在eBay全球平台上进行销售，为他们开辟直接面向海外销售的新渠道。 eBay全球领先的交易平台结合领先的在线支付工具PayPal，已经成为全球中小企业和个人用户从事跨国贸易的首选。PayPal是全球在线支付标准，拥有1.84亿注册账户，支持全球190个市场、23种货币的收付款，是网络跨国交易的最佳支付工具。 为了更好帮助中国卖家在“eBay 平台 / eBay Marketplace”上进行销售，eBay.cn还成立的专业的跨国交易服务团队，提供从跨国交易认证、业务咨询、疑难解答、外贸专场培训及电话培训、在线论坛外贸热线，到洽谈物流优惠、协同PayPal提供安全、快捷、方便的支付解决方案，帮助中国卖家顺利开展全球业务。 eBay.cn还推出专为中国跨国交易卖家打造的交流、沟通和分享的平台，www.ebay.cn，不仅提供eBay跨国贸易培训课程，分享各个目标市场贸易动态，帮助中国卖家开拓海外市场，还设有用户“讨论区 / Discussion Boards”，使得用户能够通过经验交流来提高他们的销售技巧。 eBay.cn的使命是为中国的企业和个人用户开辟新的网络丝绸之路，帮助更多中国用户走向世界。
想了解更多，请点击 http://aboutus.ebay.cn/introduction/1225.html
想了解更多，请点击 http://aboutus.ebay.cn/introduction/1225.html
联系方式
- 公司网站：http://www.ebay.cn