职位描述
1 Primary Purpose and Overall Objective of the Job (to be defined in only one sentence):
The Sr. call specialist is responsible for call handling, including inbound & outbound call; call center daily operation, site monitoring, agent performance monitoring, QA analysis & coaching.
Plan outbound survey.
Perform customer care.
2 Main Accountabilities (list key missions: 6 maximum, use action verbs):
-Answer 400 hotlines, collect, summarize and provide feedback to customers’ needs in a timely manner.
-Acquire customers’ needs by calling back customers periodically.
-Reply to customers’ queries, transfer customers complaint related data to departments in time and provide feedback on phone call-back results and customer satisfaction in time.
- Call back to survey large customer’s satisfaction.
- Monitoring agent’s performance, implement coaching plan according to the QA report.
- FAQ knowledge base maintenance.
- Deal with contact center report
*. Other tasks as defined in related company procedure, or assigned by the direct supervisor
Noted: Required authority will be provided to implement responsibility listed above
3 Typical Studies-Experience, Skills and Qualifications:
3.1 Studies-Experience:
- 1. Bachelor Degree
3.2 Skills and Qualifications:
- Good data management skills (excel , access …)
- Knowledge and/or experience of call center
- Excellent communication and strong interpersonal skills
- English speaking, reading and writing skills
- SAP knowledge and skills is plus
4 Scope and Resources Accountability, typical Performance Indicators:
- Scope and Resources Accountability:
- Financial Indicators (revenue, budget, etc.): NA
- Key Performance Indicators (KPIs):
- Key Contacts (internal / external) and Interfaces: Customer Service, Supply Chain, Sales Administration, QA/RA, Distributor and End customers
