Swat Analyst Tier 3
CurrentManage customer, seller, and creator inquiries escalated by Tier 1 teams in ByteHi. 2. Identify the root causes of escalated issues and provide appropriate resolutions in order to deliver excellent service. 3. Coordinate with other teams/departments to resolve customer issues, follow-up, and make sure close-loop to all escalations. 4. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.1. Analyze, deep dive, and look for opportunities regarding ongoing issues to eliminate repeat complaints in order to enhance the operating process and improve overall customer experience. 2. Creating reports, tracking, and taking ownership of the areas of enhancement identified from ideation to implementation. 3. Support and align implementations across SEA countries.1. Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience. 2. Creating reports, tracking, and taking ownership of the areas of enhancement identified from ideation to implementation. 3. Support and align implementations across SEA countries.1. Analyze, deep dive, and identify areas of enhancements from the bad cases compiled. 2. Provide strong support to knowledge management and facilitate internal sharing with cross-function teams.1. Take over the high-risk/manager escalations tickets, and respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations. 1. Handles cases escalated by Governance, Fraud & Loss, and IPR Teams.
