Customer service project for an e-cigarette company
SUMMARY
Type of Industry
- Electronic Cigarette
Content
Customer Care Channels: Chat, Email
- Back Office Operations
- QA Scoring
Background
Our partner has a large number of end customers requiring support in the Japanese market. In addition to ensuring service quality, the goal is to help the partner reduce operational costs.
ACTION
Operating
Index
SLA (Customer Survey, Response Time)
Cost Optimization
Human resource
Total team size: over 100 members, all with Japanese language proficiency at N3 level or higher.
The project operates on Japan business hours.
Scope of work
Three Main Operations:
Operation 1 – Channels: Chat & Email
End-customer support
Providing consultation and resolving inquiries related to product returns, replacements, usage instructions, etc.
Operation 2 – Channels: Chat & Email
Performing back office tasks for the partner
Managing workforce schedules, contacting and working with their third-party partners
Operation 3:
QA scoring of calls for the Japanese market
RESULTS
Successfully handled a massive volume of inquiries from end customers
Significantly reduced the partner’s operational and management costs
Optimized the productivity of back office task processing
Strictly monitored call center quality, helping reduce the partner’s need for internal QA staff
Actively participated in consulting on operational cost optimization for the partner
