Key Responsibilities:
Menu Standardization and Coordination
- Analyze and standardize menus by collaborating with restaurant owners to ensure all dishes fit within our menu structure.
- Clarify menu details and communicate with restaurant owners to ensure consistency with platform standards.
Restaurant Difficulty Identification
- Assess and categorize new restaurants based on difficulty, taking into account cuisine type and operational requirements.
- Separate restaurants by cuisine type to streamline training and operations.
Daily Progress Reporting and Coordination
- Maintain daily communication with Project Managers (PMs) to report Pilot Run progress and coordinate plans.
- Sync up information across teams to ensure alignment at each stage of the launch.
Launch and Schedule Coordination
- Notify Workforce Management (WFM) about estimated launch numbers, launch dates, and finalized Pilot Run schedules for each restaurant.
- Inform WFM of any changes to formal launch schedules and service termination dates for specific restaurants after PM confirmation.
Knowledge Base and Training Support
- Communicate special training requirements and restaurant-specific details to the Training team.
- Update the knowledge base with any special requests or points of attention after consultation with restaurant owners and receiving feedback from the Pilot Run team.
- Coordinate with the online team to ensure all menu updates are reflected in the agent knowledge base.
Agent Call Quality Analysis and Feedback
- Support call quality analysis for agents, providing feedback to team leads when needed to enhance agent performance.
Client Service and Support
- Address client complaints and respond to WeChat requests to maintain a high level of customer service for restaurant clients and customers.
- Provide WeChat support in cases where information is missing from the agent knowledge base.
Backup Team Lead Support
- Serve as a backup for team leads, handling key responsibilities as needed.
Qualifications:
- Call center working experience is preferred.
- Negotiation and communication skills.
- Result driven
- Strong problem-solving and decision-making abilities.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Hard-worker, Smart-worker.
- Customer service QA and team management experience will be a plus.
