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Customer Care Analyst III
Yahoo!
Taipei, , Taiwan
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Description
The Yahoo Customer Experience team is dedicated to inspiring and delighting users, advertisers, partners and fellow Yahoos around the world through experiences that champion the Yahoo brand, products and content. We inform, develop and execute campaigns, events, partnerships and premium support for our audiences, in close collaboration with our business partners and in support of Yahoo's business strategy.
A Little About Us
Yahoo! Customer Care team in APAC is responsible for providing outstanding experiences for users of our products in the region.
A Lot About You
The Customer Care Assistant Manager is responsible to work with outsourced vendors, focus on operations process, metrics improvement initiatives/projects to drive continuous improvement of agent performance within the region. The role is also responsible to work with global team to drive efficient delivery of service requests within North APAC.
Your Day
As a Customer Care Assistant Manager, your responsibilities include:
• Deliver Customer Experience performance reports by collecting, analyzing and summarizing data and trends. Includes service level agreement, average speed of answer, first-call resolution, overall call resolution, quality, productivity, etc.
• Support user testing activities for CRM systems related initiatives, collaborate with system administrators and outsourced vendors to ensure system function properly and new feature releases meet our expectations.
• Drive customer satisfaction and loyalty by identifying opportunities to resolve root causes, and to provide excellent user experience.
• Handle customer escalations by comprehending customer complaints and resolving issues in a timely fashion as well as performs crisis intervention.
• Plan, produce and manage content production to provide customer service support through various social networks such as Facebook, Tumblr or YouTube.
• Collect and analyze user feedbacks to generate voice of customer (VOC) reports based on global VOC reporting template.
You Must Have
To be successful in this role, you need to have the following qualifications:
Ability to execute
• Ability to collaborate with others in implementation projects to enhance performance of operations in terms of measurable efficiency and effectiveness metrics
• Demonstration of project management capabilities to lead and deliver cross-functional and cross-location initiatives within budget and resource constraints
Analytical
• Savvy in qualitative and quantitative analysis – You can pick signal out of noise. You understand statistics as well as the sentiment from the voice of customer.
• Proven analytical ability in identification of problems/issues, and demonstrate problem-solving skills in trouble-shooting and issues resolution.
• Strong understanding of Internet business, including social network related issues
• Familiarity with MS Office Excel as a tool for problem analysis
Self-Directed Team Player
• Self-motivated, proactive and creative
• Work independently and/or work in many different groups
• Calm under pressure with positive attitude
Strong Communication & Thinking Skills
• Capable of communicating with partners and team members in English and Mandarin Chinese
• Critical thinker capable of challenging assumptions and status quote
Education & Experience
• Bachelor’s degree required.
• 4+ years of working experience, 2+ years of customer service related experience is plus