天津招聘

职位描述：
The Customer Experience Advocate’s (CEA) responsibility is to optimize the quality of overall service experience delivered to a large global retail customer. Through oversight and coordination of quality-oriented service delivery initiatives and channel interactions (e.g. phone calls, web-submits, chat sessions, social media, email, etc), the CEA will work together with the corporate Customer Experience Manager (CEM) and CEA’s from other regions ensure all Services are connected and consistent ultimately leading to an elevated customer experience and long term loyalty of clientele.

Essential Duties:
? Manages execution of the customer experience through effective planning, prioritizing, communication and follow up
? Facilitates internal/external communications to ensure messaging strategies and toolsets are consistent and align to target service objectives
? Guide the customer throughout all onboarding of Stefanini service efforts identifying their business requirements and mitigating implementation barriers
? Collaborate with our client to research, innovate, communicate and evaluate.
? Work with Stefanini service delivery team to implement/manage Stefanini customer experience best practices
? Utilize performance analytics to review and measure the quality of the customers experience and associating service
? Coordinate the reporting lifecycle to ensure adherence to Stefanini practices and satisfaction of client data requirements
? Establish relationships with primary client stakeholders as a trusted advocate and services planning and delivery advisor
? Be accountable for the end-to-end project management and delivery of customer experience improvement or impacting projects
? Work with Stefanini and client teams, including other global CEA’s for this client, to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.

? Analyze “voice of the customer (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors.
? Develop personalized services through the use of focus groups, educational campaigns, personalized knowledge sharing and individualized service interactions.
? Implement contextualization through Customer Journey Mapping, Channel Use Discovery and Analysis, Evaluation of Ease-of-Use, Utility and Efficiency.
? Evaluate Service Quality using Stefanini Quality Process data, usability focus, end user portal evolution and content management, and catalog expansion.
? Promote ease of interaction through increased user autonomy, promotion of End User Portal, and Customer Service Training.
? Evaluate overall CEM efforts with customer feedback analysis, IT team feedback analysis, Project Metrics Improvements, Improved monitoring, and value alignment.

Required Qualifications:
? Bachelor Degree
? Minimum 5 years of working experience post-college.
? Minimum 2 years expense in Customer Service leadership within a technology environment
? Demonstrated ability to identify and communicate with multiple personalities, roles, and decision-makers
? Experience working collaboratively with people around the world and across a wide variety of cultures including EMEA and Asia.
? Excellent time management and organizational skills
? Excellent communication, presentation, delegation, follow-up skills
? Strong analytical and quantitative skills
? Demonstrated ability to strategically align training and knowledge programs to business objectives
? Experience with ITSM and business analytics platforms
? Demonstrated ability to manage complex and competing priorities
? Demonstrated conflict management and resolution skills

Additional Information:
? Travel to customer locations as necessary (will vary depending on scale and complexity of projects at any given time) 举报 分享

斯帝芬尼公司成立于1987年，是全球业界公认的IT外包服务领跑者，全球外包100强企业，面向世界500强企业客户，为大中型企业提供在岸、离岸以及近岸服务外包支持。所提供的服务包括：IT Help Desk、桌面系统管理服务、IT资产管理、SAP咨询、微软Share Point服务、大型机、手机软件及战略性人员派遣外包服务等。斯帝芬尼在全球拥有76个分支机构、21200名员工，服务遍布30个国家、支持32种语言、覆盖所有主要行业。

Founded in 1987, Stefanini is recognized as the global leader in IT outsourcing services. IT is one of the top 100 outsourcing enterprises in the world, serving the clients of the top 500 enterprises in the world, and providing onshore, offshore and nearshore service outsourcing support for large and medium-sized enterprises.
The services offered include: IT Help Desk, desktop system management services, IT asset management, SAP consulting, Microsoft Share Point services, mainframe, mobile software and strategic staffing outsourcing.
Stefanini has 76 branches and 24,000 employees worldwide, serving 30 countries, supporting 32 languages and covering all major industries.

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