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Customer Care Specialist

Eingestellt von Connect 44 UK

Gesuchte Skills: Engineering, Design

Projektbeschreibung

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

  • Einsatzort:

    China

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Connect 44 UK