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 Customer Care Analyst-042 |
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vicky
[博客]
[个人文集]
头衔: 海归上校
性别:  年龄: 42
加入时间: 2006/08/14
文章: 614
海归分: 99729
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作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
POSITION SUMMARY:
The Customer Care Analyst is to provide support to customers’ business requests in a customer service role. The analyst is the primary customer contact and will manage the requests, as the designated place for resolution of the majority of calls.
The Customer Care Analyst will establish strong relationships with other departments within to resolve problems and transfer knowledge closer to the customer. The Customer Care Analyst will be supported by an extensive knowledge base, designed and structured to meet their needs.
Primary measure of success is customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Manage all incoming phone calls regarding new customer requests
2. Resolve a defined percentage (First Call Resolution – FCR) of all incoming requests without reassignment
3. Function as primary customer contact for all assigned customer cases. Research, respond to and accurately resolve customer cases ranging from moderate to advanced complexity in a timely manner in accordance with Customer Care standards
4. Document all activities in the internal call tracking system
5. Place Software orders and track the shipment of these orders in the internal database
6. Perform to metrics as defined for Customer Care and comply with all Service Level Agreements
7. Contribute to continuous process improvement initiatives
8. Provide excellent customer service and ensure that customer is empowered with information
9. Contribute to improvement and maintenance of technology tools and systems to support the empowerment of customers with valuable information
ESSENTIAL KNOWLEDGE & SKILLS:
Education & Experience:
• Customer support experience (preferably 2-3 years)
• Software implementation experience (preferably 2-3 years). I.e. user experience in ERP implementation
• Call center experience desired
• B.A./B.S. preferred or equivalent business experience
• Working with ERP applications
Technical Knowledge & Skills:
• Strong customer service orientation
• Excellent communication skills, written and oral
• Ability to manage multiple tasks
• Ability to negotiate utilizing a service perspective
• Ability to collaborate effectively across departments and Customer Care teams
• Aptitude for analytical and problem solving
• Strong customer relation management skills
• Ability to develop a breadth of knowledge across all product and service offerings
• Results oriented
• Team player
• Standard office applications (email, Word, Excel, Powerpoint)
Customer & Industry Knowledge:
• Knowledge of customer issues and needs
• Knowledge of products and service offerings (preferably 1-2 years)
作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Customer Care Analyst-042 -- vicky - (2720 Byte) 2006-11-24 周五, 13:08 (783 reads)
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