Customer Care Supervisor

工作内容

At Verizon Media, we connect people to their passions. With brands like Yahoo, TechCrunch and more, we help people stay informed and entertained, communicate and transact while creating new ways for advertisers and partners to connect. From XR experiences to advertising and content technology, Verizon Media is an incubator of innovation and is revolutionizing the next generation of content creation in a 5G world.

The Yahoo Customer Care 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.

Yahoo Customer Care team in APAC is responsible for providing outstanding experiences for users of our products in the region.

The Customer Care Supervisor 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 the global team to drive efficient delivery of service requests within North APAC.

Responsibilities

As a Customer Care Supervisor, your responsibilities include:

• Perform day to day operations, work with outsourced vendors and internal departments to resolve customers’ complaints
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Drive customer satisfaction and loyalty by identifying opportunities to resolve root causes, and to provide excellent user experience
• Take ownership of customers issues and follow problems through to resolution
• Handle customer escalation by comprehending customer complaints and resolving issues in a timely fashion as well as performing crisis intervention
• Deliver & review Customer Experience performance reports by collecting, analyzing and summarizing data and trends. Includes service level agreement, average speed of answer, incident 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
• Collect and analyze user feedback to generate voice of customer (VOC) reports based on global Member Pulse templates/ Clarabridge system
• Proactively capture and synthesize customer feedback to help prioritize improvements
• Identify important, unsolved customer problems and create innovative ways of solving them
• Perform troubleshooting for application and system problems and take corrective actions
• HK IVR Cisco system management, including IVR recording
  

Qualifications

• Native Cantonese speaker with high proficiency in English & Mandarin Chinese speaking and writing skills is MUST.
• Ability to collaborate with others in implementation projects to enhance the performance of operations in terms of measurable efficiency and effectiveness metrics
• Proven analytical ability in identification of problems/issues and demonstrate problem-solving skills in trouble-shooting and issues resolution
• Self-motivated, proactive and creative
• Work independently and/or work in many different groups
• Calm under pressure with positive attitude
• Excellent communication, leadership and presentation skills
• Excellent organizational and documentation skills
• Strong understanding of Internet business, including social network related issues
• Familiar with MS Office Excel and/or other statistical tools and techniques
• Bachelor’s degree required
• Demonstrated years of working experience, customer service related experience is a plus
  

Verizon Media is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Verizon Media is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form ( https://www.verizonmedia.com/careers/contact-us.html ) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

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