出海雷达

数字客户专家 - 会中文（居家办公）

Digital Customer Expert - Mandarin (Work from Home)

其他未标注地域
公司Teleperformance
薪资未公开
工作地点Myanmar
地域资格未标注地域
时区要求日间重叠约 7 小时，基本正常作息
用工类型Full Time
发布时间12 天前
数据来源Himalayas
前往 Himalayas 查看并投递 →

概述
我们正在寻找一位数字客户专家加入我们的团队！在这个职位中，你将成为客户在电话、聊天和电子邮件中的主要联系人。你需要以同理心和专业性处理咨询，同时确保符合政策和安全标准。这是一个需要解决问题、适应能力和自信决策的动态职位。

资格要求

  • 能力：在做出决策和解释政策时有自信心，耐心倾听并传达客户的信息，具备良好的人际交往能力，包括沟通能力和情商。
  • 软技能：控制语音语调，适应不同客户和文化，具备应对压力和紧张的能力，保持好奇心和学习心态，具有推动问题解决的责任感，以及达成目标/KPI的动力。
  • 流程合规：严格遵守流程，减少错误，并始终遵循政策、流程和法规合规要求。
  • 远程办公要求：自我管理以保持动力，具备排查公司设备的技术能力，满足最低网络速度要求。
  • 文化匹配：理解客服中心环境，愿意轮班工作，并遵守时间安排。
  • 语言能力：熟练使用系统/工具的语言（英语），以及所服务地区/国家的文化知识。
  • 评估要求：打字速度和准确率，IT技能，数学能力，以及特定渠道技能，如电话中的通话流程控制、聊天和邮件中的语法熟练度，以及同时处理多个聊天互动的能力。

职责

  • 渠道：通过电话、聊天、电子邮件处理客户互动，根据业务需求偶尔使用混合渠道。
  • 环境：专注于政策执行、网站安全、风险评估和调查工作。此职位涉及处理敏感话题并基于政策做出决策。
  • 常见联系：处理与账户劫持、交易冻结、销售限制、销售表现、账户暂停、账户限制、列表移除以及对决定的申诉相关的问题。
  • 成功指标：关键绩效指标包括解决率、平均处理时间（AHT）、转接率、客户满意度（C-Sat）、再次联系率、时间安排符合度、熟练度时间（T2P）、指导判断接受率和合规性。
查看英文原文

Overview
We’re looking for a Digital Customer Expert to join our team! In this role, you’ll be the go-to person for customers across phone, chat, and email. You’ll handle inquiries with empathy and professionalism, while ensuring policies and security standards are met. This is a dynamic role that requires problem-solving, adaptability, and confidence in decision-making.
Qualifications

  • Competencies: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.
  • Soft Skills: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.
  • Process Compliance: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.
  • Work from Home Requirements: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.
  • Cultural Fit: Understanding of the contact center environment, willingness to work in shifts, and adherence to schedule.
  • Language Proficiency: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.
  • Assessment Requirements: Typing speed and accuracy, IT skills, numerical skills, and channel-specific skills such as call flow control for phone, grammar proficiency for chat and email, and the ability to handle multiple chat interactions simultaneously.

Responsibilities

  • Channels: Handling customer interactions through phone, chat, email, and occasionally blended channels based on business needs.
  • Environment: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.
  • Typical Contacts: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.
  • Success Metrics: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.

Originally posted on Himalayas

本页面信息整理自 Himalayas，版权归原发布方所有。职位可能随时关闭，投递请以原始页面为准。 本站只做信息聚合展示，不参与招聘流程，也不向求职者收取任何费用。

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