Responsibilities:

  • Manage, control and monitoring quality of customer service department.
  • Performs call monitoring and provides trend data to CS team lead and Head of Operations.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Provide training and coaching cs agent for service improvement.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for CS staff.
  • Design and run CS training program
  • Provides feedback to call CS team leader and Head of operations
  • Prepares and analyzes internal and external quality reports for management staff review.

 

Qualifications:

  • At least 5 years of call center customer care experience, preferably in eCommerce business.
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of expertise with MS office.
  • Intermediate to advanced level of knowledge in eCommerce business
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.

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