Job Description:
Education and Years of Experience:
1) College Graduate
2) 3~5 Years
Title: Product Safety/Liability – MX/CE Operation Specialist
Top Skills:
Job Description Summary
PL Operation Specialist will contribute to team’s growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices
1. Maximize customer satisfaction by providing prompt actions to customer’s need and obtain quality photos/data to determine root cause of claim to defend or accommodate customer’s claim
2. Provide efficient solutions to customer-facing agents by developing and operating guide and contents
3. Use various tools/dashboard/systems to quantify the agent’s performance of customer care and develop appropriate actions to improve performance and quality
4. Spanish speaking agent recommended but not a requirement.
Job Description
1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
2. [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
3. Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
4. Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
5. Manage inbound packages and inventory transfer
6. Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items
Main R&R
- Case management for MX/CE claims
- CE Tender management
- Pending Management (KPI, LTP)
- Case Tracker Management for special issue
- CPSC claim management (Customer care/tracker) (CE)
- Monitoring FCCM report quality (ACQ/OS Reports)
- Special Projects
- Customer Care Resolution
- EnR Submission/Management
- Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed