Posted Jul 29, 2016
We are a Digital Marketing Company, that specializes in Social Media and Online Ecommerce Stores.
We are looking for female professionals in the field of Customer Service and Quality Assurance
Responsibilities of the person will be :
Monitoring customer service transactions. Developing and monitoring metrics related to quality, to identify and provide recommended solutions for performance trends and issues impacting customer satisfaction and quality.
They will also be required to :
- Be highly proficient in English, speaking and writing.
- Design, maintain and continuously improve monitoring standards for the contact center.
- Observe, listen to calls, analyze written communications and review closed cases/transactions based on monitoring standards, analyzing interactions for service, content and accuracy.
- Provide individual unbiased feedback to employee in a timely manner, promoting a continuous learning environment.
- Make continuous improvement recommendations based on monitoring observations.
- Work in partnership with leadership team to develop CSR skills.
- Prepare and analyze weekly/monthly reports on individual and team performance.
- Develop and implement programs and processes to ensure that Quality Assurance program and team are operating at a strategic level.
- Provide back-up support for customer calls.
- Perform additional responsibilities and complete other projects as assigned.
- High level of proficiency with Microsoft office suite: Word, Excel, Outlook.
- Effective listener with the ability to monitor large volume of calls on a monthly basis ensuring service and accuracy.
- Must be able to work in a fast paced, ever changing environment with a sense of urgency.
- Strong ability to multitask, excellent organizational and analytical skills with attention to detail.
- Ability to solve routine and complex problems following established policies and procedures.
- Ability to work independently as well as part of a team.
- Ability and willingness to perform other duties as assigned
Skills
Job Details
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