ناظر مرکز بازگشت

دیجی‌‌کالا تهران

منتشر شده 3 سال پیش

سمت شغلی

شرکت

حقوق

آمار رزومه‌های ارسال شده

Job Description

Interviewing, Hiring, training, and preparing Return Center representatives to respond to customer/Sellers’ questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all return center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Talking to unhappy/angry customers who complain of agents or services and need more help. Identifying operational issues and suggesting possible improvements. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize customer satisfaction. Hire and onboard new employees. Measure performance of agents and give effective feedback and help them to improve. Ensure adherence to policies for attendance and established procedures. Meet monthly contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. Taking care of service level and promise to achieve defined KPIs. Monitor agents’ performance and provide feedback's and ensure all the KPIs are being achieved. Coordination between other supervisors and departments. Providing required reports and use them to improve service level.

Requirements

Education/Certification: B.S/ M.S in Industrial Engineering or other related fields. Age required: Less than or 30 years old Experience required: At least 2 years of experience in a kind of customer service job or industrial management Skills/Abilities: Deep knowledge of work study methods with industrial engineering standards. Good communication skills. Good knowledge about process mapping or BPMN, Leadership (self-awareness, people management,…) Excellent communication and public relations skills. Ability to work well under pressure. Ability to coach, train, and motivate employees and evaluate their performance. Excellent problem solving, teamwork, and customer-centric skills. Excellent communication and public relations skills Ability to work well under pressure. Ability to use a personal computer and related software applications including Microsoft Word or Excel.

Employment Type