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Customer Care Process Specialist Chinese Speaking
Eingestellt von Connect 44 AG
Gesuchte Skills: Engineering, Design
Projektbeschreibung
Name of Job Vacancy:
CUSTOMER CARE PROCESS SPECIALIST
Department: Assurance & Managed Services Department
JOB DESCRIPTION
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Responsible for development of Customer Care Assistance (Tier 1, Tier 2 in Customer Care and Tier 3 in Operation) plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre
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Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
-
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
-
Prepare and update design documentation
-
Drive resolution of customer care issues/complaint through effective process measurement designs
-
Sponsor best practices
-
Provide training to service partners.
PROFESSIONAL RELATED WORKING EXPERIENCE
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Thorough understanding of subscriber complain process in operators' environment
-
Strong understanding of pain points and assessment KPIs in mobile Customer Care domain
-
Knowledge of mobile service call flows, eg Voice call, SMS, prepaid and data services
-
At least 5- 8 years experience in operators' environment, preferably in Customer Care department
QUALIFICATION REQUIREMENTS
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Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
-
Language Skills: English & Chinese
COMPETENCIES
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Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
-
Able to work independently with minimum supervision and is resourceful
-
Ability to conduct cost/benefit analysis, modelling techniques and methods
-
Self-motivated and ability to work under pressure
-
Good interpersonal skills
-
Reliability and strong organizational skills are a must
-
Strong attention to detail
-
Ability to prioritize multiple tasks to completion
-
Exhibiting initiative in achieving company goals and objectives
-
Good working attitude and analytical skills
-
Proficient in Microsoft Office
CUSTOMER CARE PROCESS SPECIALIST
Department: Assurance & Managed Services Department
JOB DESCRIPTION
-
Responsible for development of Customer Care Assistance (Tier 1, Tier 2 in Customer Care and Tier 3 in Operation) plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre
-
Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
-
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
-
Prepare and update design documentation
-
Drive resolution of customer care issues/complaint through effective process measurement designs
-
Sponsor best practices
-
Provide training to service partners.
PROFESSIONAL RELATED WORKING EXPERIENCE
-
Thorough understanding of subscriber complain process in operators' environment
-
Strong understanding of pain points and assessment KPIs in mobile Customer Care domain
-
Knowledge of mobile service call flows, eg Voice call, SMS, prepaid and data services
-
At least 5- 8 years experience in operators' environment, preferably in Customer Care department
QUALIFICATION REQUIREMENTS
-
Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
-
Language Skills: English & Chinese
COMPETENCIES
-
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
-
Able to work independently with minimum supervision and is resourceful
-
Ability to conduct cost/benefit analysis, modelling techniques and methods
-
Self-motivated and ability to work under pressure
-
Good interpersonal skills
-
Reliability and strong organizational skills are a must
-
Strong attention to detail
-
Ability to prioritize multiple tasks to completion
-
Exhibiting initiative in achieving company goals and objectives
-
Good working attitude and analytical skills
-
Proficient in Microsoft Office
Projektdetails
Geforderte Qualifikationen
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Kategorie:
Medien/Design, Ingenieurwesen/Technik