苏州招聘

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.

        思隽全球服务(Stream Global Services)是全球业务流程外包行业（BPO）领导者。公司总部位于美国波士顿，专注于客户关系管理，经过十五年的发展，思隽已成为全球最大的呼叫中心外包服务提供商商之一。我们提供的广泛的销售服务、客户服务和技术支持服务使全球财富 1000 强公司收入增加、运营效率提高且品牌忠诚度加深。我们是许多世界领先的IT、电信、零售、娱乐/媒体和金融公司的首选供应商。长期合作伙伴包括：Cisco、HP、Microsoft、Dell、HTC、Yahoo、Apple等。
    自成立以来，思隽的全球迹已扩展到23 个国足家，拥有超过 30000名员工，50个服务中心。公司跻身为世界财富1000强，BPO业务全球五强。我们的服务方案，使我们的客户能从容应对业务挑战，提升营运业绩。依靠在亚太、北美/拉美、欧洲、中东/非洲的全球化覆盖，为客户提供第一流的支持项目。 作为我们运营区域内的最佳雇主，思隽能够吸引最优秀的人才，确保我们的专业服务人员真正参与和专注于客户的业务发展和品牌形象——维持优异的客户体验。
 
    思隽（苏州）信息咨询有限公司成立于2010年，为思隽全球服务在华投资的第一家公司，公司位于苏州工业园区创意产业园，可容纳2000个座席。经过短时间发展思隽（苏州）已和Cisco、Microsoft、Apple、HTC等IT行业巨头展开合作，负责其售前、售后以及技术支持服务。思隽的愿景是在未来几年内成为中国服务外包市场的领导者，并成为我们运营领域内的最佳雇主。公司将为我们的员工提供优渥的薪资，适宜的工作环境，广阔的发展前景及人性化管理制度。思隽进入中国大陆市场将会扩大在亚太地区的影响力，并完成全球化的脚步。
    思隽着眼于对中国大陆的全方位覆盖，成为中国呼叫中心外包行业领导者，竭诚欢迎各位求职者加入思隽。