Yahoo! Indonesia Yodel

Bagi yang tertarik untuk bergabung di Yahoo! Southeast Asia, di bawah ini ada lowongan yang nantinya akan ditempatkan di kantor Yahoo! Singapura. Posisinya adalah Customer Experience Specialist yang difokuskan untuk pasar Indonesia. Untuk lebih jelasnya silahkan lihat di bawah:

Customer Experience Specialist

Job Description

As a key part of the Yahoo! Southeast Asia Customer Care team, the bilingual Customer Experience Specialist will be responsible for ensuring a positive customer experience through evaluating work performed by our Customer Care Agents, managing email escalations and driving content effectiveness of our online Help and Standard Response on several of Yahoo! products and services. The Specialist will also be driving various initiatives to constantly improve the customer experience for our Bahasa Indonesia and English speaking users.

The Customer Experience Specialist must be someone who is passionate about assisting customers and committed to owning the delivery of an exceptional experience.

Yahoo! is looking for someone who enjoys a challenge and has had experience participating in a collaborative environment and developing creative solutions.

The ideal candidates will possess a passion for service, extremely sound judgment, and a clear understanding of teamwork.

Job Description:

• Manage escalations through email support from Tier 1, Tier 2 and internal teams by addressing and expertly resolving issues within the contracted Service Level targets
• Monitor and evaluate email, phone and chat transactions done by Tier 1 agents against Yahoo! standards to identify areas of opportunity and success
• Build relationships with Vendor Partners via monitoring & evaluating contacts, facilitating phone, chat and email calibration sessions, and driving action plans
• Own Content Management of Online Help and Standard Response content for assigned properties and markets
• Drive online Help effectiveness for assigned market by measuring content relevance, analyzing trends and creating action plans for improvement
• Translate documents from English to Bahasa Indonesia
• Provide team and management with reports on contact drivers, analysis of results and trends in Quality and Help relevance
• Work with peers, Product Support Management, Operations Management and Vendor Partners to drive and implement programs to improve the customer experience
• Ability to take on other duties or projects, as assigned

Requirements:

• Minimum 3 years experience in a customer support operations role preferably in a technical environment
• Strong Internet skills, a passion for thinking about things from both customer’s point of view and a support agent’s point of view along with a broad understanding of Yahoo! products and services
• Excellent written and verbal communication skills in English and Bahasa Indonesia to analyze, interpret, and address customer needs
• Quick learner with good research, analytical and problem-solving skills
• Good translation skills are a plus
• Must have good prioritization skills, follow-up and ability to work independently and make sound business recommendations
• Proven track record of working in a self-directed manner towards achieving Key Performance Indicators
• A Bachelors degree or equivalent level of education is required

Interested? Happen to know someone who may be?

Please contact Trevor now on: SEA-Jobs@Yahoo-Inc.com Thanks.