Job Description:
1. Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. Design overall service solutions, including but not limited to service flows, service tools and system functions for customer services to ensure customer's problem are solved timely with high quality
2. Deal with high-risk customer issues, including compliant from social media, government complaint etc. Design solution to timely resolve consumer's problem and reduce service risk.
3. Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation.
4. Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation.
5. Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective. And collaborating with relevant departments for customer experience improving
Job Requirements:
1. Be knowledgeable about the BPO and HRO industries and familiarise with call center operation and management.
2. Be fluent in English and Spanish
3. Have some experience in logistics or global e-commerce customer service.
4. Be good at communicating with different business units and departments.
5. Familiarity with the principles of service procedure design is required, as well as the ability to combine channel and service undertaking resources, evaluate service risks and deploy solutions to issues encountered by customers.
6. Have basic knowledge of quality management and the ability to control and optimise procedures.
7. Work location:Madrid, Spain