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Job Description:
1. From customers’ point of view, plan end-to-end service experience to make HP service as a differentiator.
2. Lead cross-function teams to drive TCE plan execution & continuous customer/channel experience enhancement.
3. Conduct depth customer & industry benchmarking and lead service experience continuous enhancement & innovation.
4. Closely work with cross team to drive new breakthrough in differentiated CX.
5. Work with service teams and marketing team to build strong service branding.
6. Lead 315 project to prevent negative exposure during 3.15 period & keep stable KPI (SNPS/SLA/TAT).
7. Cooperate with Dalian CC and Marketing team to Enhance digital space customer engagement and customer loyalty.
8. Represent CS to coordinate with GR/PR and service teams for governmental engagement and media handling activities.
9. Lead ad-hoc projects/programs related to customer experience & cross-function service enabling.
Qualification:
1. 8+ year working experience with more than 5 years in service operation or management areas, sound knowledge about service process and operation details with strong business understanding.
2. Strong understanding to customer needs, customer service, industry trend and competition landscape.
3. Good at strategic thinking with strong data mining and analytical skills.
4. Good project management experience and skills (PMP preferred) with strong cross-function communication & influencing capability.
5. Good at quality improvement methodologies with 6 Sigma Green Belt or above preferred.
6. Hard working with teamwork spirit and can-do attitude.
7. Good verbal and written English.