Job Description
1. Monitoring and conducting activities on the leasing customer service team's key index, controlling the performance of escalation case ratio and the call per contract rate, regularly maintain and update in-house team working instruction;
2. Handling escalation/Complaint cases. Being the point of contact of leasing customer service team to external teams, supporting on business growing activities with retention, sales, and marketing teams;
3. Working with relevant teams (OVM, OPM, Training) to monitor vendor team's performance, regularly participate performance review meeting, giving feedback to vendor team on daily operation and seeking opportunities to enhance working efficiency and quality between in house team and vendor team, especially on escalation handling area;
4. Conducting SOP review, confirming training materials updates, corporation with QC team on team performance monitor and giving feedback/inputs to project and system enhancements from BU's perspective;
5. Cover other colleagues work while there is a peak on task volume or for other’s absence;
6. Working together with AFC counter party to identify the gap (system, process, etc.) between two sides and work on synchronizing actions; Backup on other team member's task when needed