Customer Service Representative 3(Product Safety / Liability - MX / CE Operation Specialist)

Title : Customer Service Representative 3(Product Safety / Liability - MX / CE Operation Specialist) || 16527-1

Work Location : 6625 Excellence Way, Plano, TX,

Work Schedule : Tue-Fri Onsite / Mon. M-F during Training

Assignment Length : 6 Months to start & subject to extensions

Spanish language is must

Education and Years of Experience :

1) College Graduate

2) 3~5 Years

Top Skills :

Customer Care Experience (Call Center) / Claims Management Experience / Insurance Claims or Adjuster background beneficial

Job Description Summary

PL Operation Specialist will contribute to team’s growing need of business intelligence, insights / dashboard management, strategic development, customer experience, and related best practices

1. Maximize customer satisfaction by providing prompt actions to customer’s need and obtain quality photos / data to determine root cause of claim to defend or accommodate customer’s claim

2. Provide efficient solutions to customer-facing agents by developing and operating guide and contents

3. Use various tools / dashboard / systems to quantify the agent’s performance of customer care and develop appropriate actions to improve performance and quality

4. Spanish speaking agent recommended but not a requirement.

Job Description

1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process

2. [Quality Management] Monitor and review customer calls / tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers

3. Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.

4. Identify / resolve bottleneck of customer care status and resolve with internal / external stakeholders (HQ, BPO, PI, etc.).

5. Manage inbound packages and inventory transfer

6. Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items

Main R&R

• Case management for MX / CE claims
• CE Tender management
• Pending Management (KPI, LTP)
• Case Tracker Management for special issue
• CPSC claim management (Customer care / tracker) (CE)
• Monitoring FCCM report quality (ACQ / OS Reports)
• Special Projects
• Customer Care Resolution
• EnR Submission / Management
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed