Customer Experience Supervisor (Regional - APAC)

Customer Experience Supervisor (Regional - APAC)

At least 1 year of experience in Customer Service,

At least Diploma's degree, or Bachelor's degree in business administration, communications, or a related field (Fresh Graduate is welcome).

Job Descriptions:

1. Monitor the trend of CSAT/NPS of all categories in the country on a weekly basis to ensure that the satisfaction target for the whole year/month is met, monitor and promote to guide the real evaluation of APP of customers to enhance the proportion of effective samples, set up differentiated service process for the middle and high end customer groups, analyse the reasons of dissatisfaction cases one by one and promote the relevant personnel to solve the problem. Monthly select classic cases to promote warning.
2. Manage the service quality of front desk receptionists in service centre, guide the receptionists to carry out customer service in accordance with service standardisation requirements, including grooming, behavioural actions, service words, workflow, work order entry, red line and yellow line, etc., and be responsible for the work indexes of front desk receptionists.
3. Maintain local key accounts, collect effective voice of key accounts, follow up the needs of key accounts, maintain key account relationships, supervise the local key account success manager to carry out visits effectively, check the results of key account visits, regularly visit key accounts, large retail shops, etc. to obtain the voice of the consumer and the formation of research reports.
4. Follow up the flow of customer voice, complete the complaint case resolution, 48-hour closure rate of 90%, and supervise the completion of the VOC treatment process in each country.

PT. Carlcare Service Ila is part of the Transsion Group is committed to becoming the most popular provider of smart devices and mobile services for consumers in global emerging markets. The company is best known for its high-quality multi-brand smart devices. Mobile phones are its core products, while it also offers mobile Internet services based on a self-developed operating system.