Program Manager "需有客服管理經驗及英日文流利"

Job updated about 2 years ago

Job Description

[職責說明]

☑客服組長及組員的選用、培訓、輔導、管理、效考核訂定及主持例行性會議。

☑協助客服組長及組員處理特殊客訴案件。

☑彙整業務相關報表資料,建立各項客服相關管理表單與分析,有效強化及管控內部稽核執⾏能⼒。

☑與客戶進行例行性會議及關係之維護,了解客戶預期績效。

☑確認各組間的軟、硬體設備及人力完善無虞,必要時預先與所負責部門申購設備與資源。


[職務要求]
☑英文精通、日文中等以上程度
☑具備2至3年電話客服中心管理經驗
☑具備良好的跨部門溝通、協調能力及客服專業知識
☑客服表單及報表彙整、製作能力
☑細心負責、親切有禮、良好的傾聽者



[Job Description]

☑Assign and delegate work tasks to team leaders according to current customers' demands.

☑Hold regular meetings with all departments, team leaders and the whole management team.

☑Help agents with challenging customer service issues.

☑Liaise and developed a close rapport with current customers.

☑Liaise with the technology department to ensure equipment and technological resources for operations are in working order.

☑Maintain open line of communication between staff and senior management.

☑Carry out performance reviews and reports, capacity planning, and technological evaluation to determine action plan for improved operations



[Requirement]

☑ 2-3 years of experience in call center or customer service management

☑ Exceptional customer service and communication skills.

☑ Proficient in English and Japanese.

☑ Adept at courteously interacting with customers and ensuring their requirements are met.

☑ Outstanding leadership qualities and problem-solving skills.

☑ Direct and manage all team leaders in order to achieve set objectives.

☑ Provide solutions for customers' issues and complaints.

1
3 years of experience required
60,000 ~ 70,000 TWD / month
Managing 10-15 staff
Partial Remote Work
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About us

Open Access BPO is an American outsourcing firm that operates in the world’s most preferred source of outsourced voice services, the Philippines. The firm tags itself as an all-around outsourcing services provider for offering a wide range of business process solutions, including inbound customer service, outbound sales, non-voice technical support, multilingual call center, and a long list of back office services. Incepted in 2006 by its founder, Open Access BPO transferred operations to its current facilities in Makati City a year after it was established in San Carlos, California. The move paved way for expansions, as the then telemarketing startup eventually grew into the all-encompassing firm that it is today. From only one financial services account, the company now employs over 1,000 employees handling various accounts from businesses of all sizes and industries, including those that made it to the prestigious Fortune 500 list.