Associate Specialist, Call Center
2 months ago
JOB DESCRIPTION
Responsible in the performance of an efficient and effective outsourced Call Center vendor performance. In charge of Coverplus administration and customer feedback gathering and analysis.
Call Center Vendor Performance monitoring and evaluation Drives ways to increase the quality & efficiency of customer support through process improvements and policy formulation Call Center escalation point Training needs analysis, training plan of outsourced Call Center Call Center Agents / Representatives Training Customer Surveys (ASP & Call Center) customer feedback management Processes and policy formulation and implementation Cross functional collaboration and coordination Collaboration and coordination with regional counterparts Provisioning of updated Call Center resources / knowledge base Review, provisioning and decommissioning of Demo units located in Call Center Epson Lab RoomCoverplus Administration - attends to quotation requests, coordination with RCS relating to pricing, validation of supporting documents, issuance of coverplus certificate, coverplus database administration
KRAs
Quality Service OperationService ProductCustomer Satisfaction
JOB QUALIFICATIONS
College Degree Holder with at least 2 years work experience. Experience as a team leader in a BPO/Call Center environment an advantage.
RELEVANT EXPERIENCE
Customer handling skill & understand customer/sales and service channel expectation in different market segment on different productsPerformance ManagementThird Party Performance ManagementProcess reengineeringBasic technical background-
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