日本と海外をつなぐクラウドソーシング

9Mobile

Customer Care- Back Office

2014/09～ 2016/03

• Troubleshoot and provide resolutions for escalated customer complaints
• Give feedback to customers on complaints
• Account and Service Provisioning
• Analysis of customer expectations and proffering innovative ideas;
• Attend to customer correspondences across all touch points
• Trend analysis of customer complaints and innovating preventive measures;
• Administer refunds on accounts escalated;
And any other task that may be assigned by the Team Lead, Supervisor/Manager

9Mobile

Customer Care- Inbound

2012/07～ 2014/04

• Ensuring that adequate tools, systems and interfaces required to support products, services and promotions are provided and all personnel are trained before launch of specific products and promos;
• Using available tools (CRM, Microsoft Office, Web - based etc) in providing solutions to customers' challenges within an averagely set handling time proactively;
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard;
• Follow through on customer queries ensuring prompt resolution and feedback when necessary;
• Escalate and route customer issues to the relevant resolver units;
• Collate and analyze input for ongoing product improvement;
• Educate clients on use of products and services