• Oversee daily handling of inbound calls, e-mails, live chat, social media, and the other inbound customer channels; and execution of outbound tasks which include dispatch verification, satisfaction survey, and other forms of customer verification.
• Continuous improvement on both inbound and outbound flow in response to business situations and customer feedback.
• Ensure resources including staffing, training, and technology, are in place to achieve operational requirements according to management direction and customer behavior.
• Design and conduct regular performance evaluations for agents, offering constructive feedback, and implementing development plans.
• Analyze customer feedback and work with the corresponding responsible team to ensure all concerns are closed.
• Collaborate with other departments to resolve complex customer issues.
• Conduct regular performance evaluations for agents' satisfactory survey, and work order verification.
• Manage escalations, VIP customers, DTI complaints, and the like.
• Oversee projects concerning customer touchpoints for aftersales.
• Key Indices: Service Level and Answer Rate, 24 Hour Handling, and the like
