Manage and operate the repair reception call center (external vendor) for the extended warranty program, focusing on KPI and quality management
Job Summary
Manage and operate the repair reception call center (external vendor) for the extended warranty program, focusing on KPI and quality management.
Handle escalations from the call center, including secondary support for general inquiries from end-users regarding the program.
Build and operate the repair reception call center, including vendor selection, tool creation (manuals, scripts, FAQs), and web reception system development.
Matching Summary
Manage and operate the repair reception call center (external vendor) for the extended warranty program, focusing on KPI and quality management.
Skills & Requirements
Must-have
KPI management and improvement
Response quality management and improvement
Escalation handling
Web reception system construction and operation
Basic PC skills (Excel, Word, PowerPoint)
Telephone response skills
Communication skills and hospitality
Nice-to-have
Handling end-user complaints
Product knowledge (home appliances, etc.)
Broad perspective to oversee operations
Proactive approach to challenges
Cheerfulness
Key Requirements
Call center management experience
Call center setup and construction experience
Vendor management experience
Web reception system construction and operation experience