DIGITAL CONTACT CENTER LEAD

Nike, Inc.

Shanghai, Shanghai, China Mainland

0 year(s)
Full-Time
N/A
Job Description
Position Summary

The primary focus of this position is to solve and drive Market Supervision Administration (AIC/CPC/ODR) omni-channel files. Enable reducing files escalation rate to save business cost and better our consumers’ experience. Settle and optimize critical escalation files such as lawsuit, media and body harm excellence through new initiatives and trails and influence cross team through providing cs inputs.

Responsibilities

• Collaborate with x-functional teams to resolve the complex files which related to lawsuit, media, body harm & daily AIC/CPC/ODR escalation files
• Share inputs on AIC/CPC/ODR files and provide suggestion from consumer journey to improve consumer experience and avoid potential risks
• Supports online & offline activities, and discussion the arrangement of CS resource together with VM and other internal CS functional teams
• Be able to raise data request for analyzing through AIC/CPC/ODR escalation files to improve and support business and cs service continuously
• Ownership, responsibility, and agility during daily work