Customer Care Process Specialist

CN  ‐ Onsite
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Description

Customer Care Process Specialist
Department: Assurance & Managed Services Department

Job Description

  • Responsible for development of Customer Care Assistance (Tier 1, Tier 2 in Customer Care and Tier 3 in Operation) plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre
  • Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
  • Prepare and update design documentation
  • Drive resolution of customer care issues/complaint through effective process measurement designs
  • Sponsor best practices
  • Provide training to service partners.

Professional Related Working Experience

  • Thorough understanding of subscriber complain process in operators' environment
  • Strong understanding of pain points and assessment KPIs in mobile Customer Care domain
  • Knowledge of mobile service call flows, eg Voice call, SMS, prepaid and data services
  • At least 5-8 years experience in operators' environment, preferably in Customer Care department

Qualification Requirements

  • Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
  • Language Skills: English & Chinese

Competencies

  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
  • Able to work independently with minimum supervision and is resourceful
  • Ability to conduct cost/benefit analysis, modelling techniques and methods
  • Self-motivated and ability to work under pressure
  • Good interpersonal skills
  • Reliability and strong organizational skills are a must
  • Strong attention to detail
  • Ability to prioritize multiple tasks to completion
  • Exhibiting initiative in achieving company goals and objectives
  • Good working attitude and analytical skills
  • Proficient in Microsoft Office

(see below)

Start date
n.a
From
Connect 44 UK
Published at
19.05.2015
Project ID:
906714
Contract type
Freelance
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