Appeals and Escalation Coordinator 1287 views3 应用

RESPONSBILITIES

  • Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
  • Handling the most complex issues and partner with leadership and relevant stakeholders to bring the cases to resolution; provide input for Shared Services to ensure service integrity and improvement.
  • Compile incident reports at the direction of leadership and in collaboration with Shared Services; maintain high levels of confidentiality while performing investigations.
  • Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
  • Effective communication in the context of stakeholders management.
  • Support the News/Press Team with any related escalation, coordinate CS efforts and follow the case to closure with post-mortem request when needed.
  • Act as advisor/SME for new hires and associates while supporting the Lead in coaching the team on best practices and decision making.
  • Provide consultation for specific highly sensitive workflows and senior management inside and outside CS.

REQUIREMENTS

  • 3 years of experience in customer service
  • Minimum rating of “Meets Expectations” at previous Performance Review
  • Availability to work 40 hours a week, available to work weekends and/or different shifts
  • Excellent time management, negotiation and conflict resolution skills.
  • Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner; high level emphasis on English language proficiency.
  • Comfortable interacting with senior leadership and external stakeholders.
  • Display resilience and composure in a high impact dynamic environment.
  • Calm and Empathetic – you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence
  • Strong analytical skills, able to compile reports and analyse data.

More Information

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Company Information
  • Total Jobs 1 Jobs
  • Company Location Beijing
  • Company Size 1,000 + employees
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