• Customer Advocate

    地點/地点 TW-Taipei | TW-Taipei City | CN-Suzhou
    工作 ID/工作 ID
    10983
    有職位空缺的 #/有职位空缺的 #
    1
    類別/类别
    カスタマーサービス / サポート
  • 概覽/概览

    JOB FUNCTION:

     

    Mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Addresses open-ended comments submitted through the Customer Experience Survey (CES) as well as all formalized complaints. Partners with various Business Unit, Functional, and Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers.

     

     

    職責/职责

    JOB RESPONSIBILITIES:

     

    1. Acts as the main point of contact for all customer complaints submitted through incoming calls, e-mails, and the internal online customer feedback form for various Divisions.
    2. Responds to customers who submit open-ended comments via the Customer Experience Survey (CES) within 48 hours of receipt of the comment. Proactively addresses the customer’s concerns for customers located in Greater China.
    3. Documents customer feedback, root cause, preventative actions, and corrective actions in the Customer Advocacy SharePoint log.
    4. Investigates and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with.
    5. Collaborates with region-based teams to service specific key client needs and/or industry needs, as agreed with the regional directors, general managers, and/or operating units.
    6. Communicates customer feedback to management and staff.
    7. Interacts with individual operating units and regional general managers to obtain feedback, recommend customer responsiveness initiatives, and implement recommendations for improvement.
    8. Develops monthly and quarterly management reports for the Divisions/Regions supported and ad hoc reporting as requested.
    9. Participates in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP.

    資歷/资历

    At least 5 years of experience in a customer focused position and a Bachelor’s degree in Business Administration or similar.

     

    Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer responsiveness including issues related to certification testing, factory inspections, invoicing, and ongoing customer maintenance.

     

    Must be located at one of the UL offices in either China or Taiwan.

     

    Must be fluent in English and either Simplified and/or Traditional Chinese.

    選項/选项

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