Shan Dong Email & Phone Number

Shanghai, China

Outsourced Customer Care for EVO Creations' clients. Currently helping Philips Customer Support Agents in China to quickly find the right answers to their customers questions.Together we are promoting their new Coffee Line of Products. Coffee is a booming but also very new concept in China so we are working on educating their audience. I guess that also makes me a coffee expert.On my day to day, I guide them through the sales script and provide them with some small talk… Show more Outsourced Customer Care for EVO Creations' clients. Currently helping Philips Customer Support Agents in China to quickly find the right answers to their customers questions.Together we are promoting their new Coffee Line of Products. Coffee is a booming but also very new concept in China so we are working on educating their audience. I guess that also makes me a coffee expert.On my day to day, I guide them through the sales script and provide them with some small talk tips to better engage with their consumers.Main responsibilities: - Responsible for all client/customer-related inquires including customer satisfaction surveys.- Assist Customer Support Agent to escalated inquiries, complaints, and disputes from customers- Daily coordination between sales/service people & customer over chat a for customer care fulfillment.- Quickly provide the Customer Support Agent with all relevant product related information.- Create immediate reply suggestions to customers inquires.- Responsible for conversation tagging, lead qualification and CRM management.- Active Reporting including Customer segmentation, overall resolution time, customer satisfaction, served customers vs missed customers, activity report, most asked topics, etc. Show less