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Customer Care Associate @ english & b.indonesia


Fun Poster
Aug 26, 2012
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Job Description

Customer Care Associate
Job Number: 1246482

Primary Location: Singapore-Singapore-Singapore



Yahoo is looking for someone who is passionate about improving every customer experience and who has a deep background using and supporting online products and services.

The role will focuses on evaluating the work performed by Customer Care Agents across the globe as they assist customers seeking help. Document and report their findings, and perform in depth analysis to identify opportunities to improve the customer experience. Evaluate a lot of cases on a weekly and monthly basis, so they can form an accurate perspective both as to how to help agents and vendors perform better, as well as to identify and champion opportunities to make every customer experience an exceptional one.

Develop and maintain strong working relationships with Vendor Quality staff, facilitating calibration sessions and driving action plans to improve performance in key areas. Be responsible for identifying gaps and closing them, whether those gaps are at the Agent performance level or within Yahoo itself.


Monitor and evaluate email, phone and chat transactions against standards to identify areas of opportunity and success
Fully document findings to help drive Agent and overall improvements
Perform Root Cause Analysis as needed, creating and driving Action Plans to achieve quantifiable improvements
Build relationships with Vendor Partners via monitoring and evaluating contacts, facilitating phone, chat and email calibration sessions, and driving action plans
Assist Trainers in the development of training material for assigned properties
Present Quality results and initiatives in Monthly Business Reviews
Produce property specific analysis and commentary for Weekly Quality Flash report and monthly Contact Driver report


Effective oral and written communication skills in Bahasa Indonesia & English
2+ years customer support/contact center experience required
Highly skilled in verbal and written communication to analyze, interpret, and address customer needs
Demonstrated excellent Customer Service and Interpersonal skills
Demonstrated ability to be flexible and quickly adapt to changing business needs and processes
Strong Analytical and Problem Solving Skills
Proven ability to work independently in a fast-paced environment
Demonstrated history of being well-organized and the ability to multi-task and prioritize work
Proven track record of working in a self-directed manner towards achieving Key Performance Indicators
Project Management experience preferred

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