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Form of workCOMPANY PROFILE
CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.
Company Website: www.cem-lab.com
PURPOSE OF POSITION:
Responsible for reviewing content published for the Client, as well as strategy planning for projects and alignment with the team. This content will support all carriers, retailers, and emerging market products for all Mobile Devices, Wearables, Tablets, Home Appliances, Electronics, etc. Comment reviews will be collected from external parties (HQ, Carrier/Retail Customer, Product Manager, Legal and Marketing), combined, and provided to the Planning Product Manager(s) & Publishing Analyst for distribution and uploads.
Knowledge of consumer electronics products and features, as well as product issues that impact customer service.
Completes review of all videos for titles and descriptions.
Collaborates and aligns with internal teams to obtain an in-depth understanding of the products.
Collaborates with publishing team and senior management to identify, develop, and implement action plans based on consumer & partner (Carrier/Retail) reporting issues.
Supports implementation of approved ideas as directed by management & planning team.
Provides any risk callouts to the Planning Manager & Senior Management.
Conducts research for different project needs to understand and identify the best strategy approach based on analysis findings.
Lead and/or participate on teams as a project manager for special projects.
Provide short to medium term tactical direction and operational oversight to Content & Call Center Operations.
Collect operation data and information to continuously improve processes and enhance outcomes.
Manage processes and best practices to improve efficiencies and effectiveness of operations.
Managing and reporting on assigned special projects.
Establish best practices for content support methodologies and processes, including maintenance and support roadmaps, and processes and technical documentation.
Prioritize and execute tasks in a fast-paced changing environment
Performance Standards (How duties will be measured)
Online Help Content Resolution Rate (HCR) % and Issue Resolution (IR%).
Content Creation Target Launch Phases.
Thorough research and output on strategy planning.
Accurate and timely feedback to Management.
Accurate and timely completion of project deliverables.
Solid understanding of assigned product categories.
KNOWLEDGE, SKILLS AND ABILITIES:
College or technical college degree, or equivalent experience
Consumer Electronic product knowledge required
3+ years technical customer support experience
Strong technical writing and editing skills
Must be proficient in Adobe Create Suite (Premier - Editing, Photoshop, Illustrator)
Exceptional skills in Microsoft Office, including Project, Excel, PowerPoint and Word
Team oriented, but able to work independently and manage multiple tasks
Self-directed, self-motivated, and results-oriented
Very strong time management and organizational skills
Ability to work in a fast-paced environment
Understanding of Android Operating Systems
Excellent verbal and written communication skills
Solid relationship management and project management skills
Enjoy working within a dynamic environment and ability to exhibit calm under pressure
OTHER QUALIFICATIONS:
Legally authorized to work in the U.S. without restrictions.
Okay to work on-site in Greenville, SC
Has no restrictions for domestic and international travel as required.
Pass a background and drug screen.
COMPENSATION AND BENEFITS:
Salary is dependent on experience and qualifications.
Insurance benefits - medical, dental and vision
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