Senior Service Excellence Specialist

1 week ago

Morong, Philippines beBeeQuality Full time ₱25,000 - ₱60,000

Job Description

The Quality Assurance Coordinator is a key role in our organization, responsible for ensuring the highest level of quality service to our customers. This includes monitoring calls, providing feedback to consultants, and identifying areas for process improvement.

As a Quality Assurance Coordinator, you will be working closely with the Operations team to address call centre and business process opportunities identified during the call monitoring process. You will also be responsible for maintaining service quality by ensuring all policies and procedures are current and being adhered to.

In addition to your technical skills, you will need to possess excellent communication and interpersonal skills, as well as the ability to work independently and as part of a team.

Required Skills and Qualifications

  • Key Position Criteria
    • Deep knowledge of systems, processes, guidelines & policies.
    • Ability to work independently, take direction and work effectively as part of the team.
    • Proven interpersonal skills.
    • Evidence of high-level professional communication in all aspects.
    • Strong customer service background with ability to focus on and deliver high standard of customer service.
    • Ability to work accurately and quick to meet deadlines.
    • Proven experience in the development of new initiatives and projects.
    • Display a positive, professional manner with ability to represent the department at internal meetings and dealing with key relationships from all levels within the organization.
    • Intermediate to advanced knowledge of Microsoft Office programs, including Excel, Word, PowerPoint & Outlook.
    • Demonstrate ability to work as a team player.
    • Demonstrate excellent organization and communication skills.
    • Able to demonstrate flexibility from workloads, tasks and adhocs.
    • Experience in coaching and mentoring would be highly regarded.
    • Strong verbal communication skills, including ability to communicate in a professional and courteous manner.
    • Illustrated experience in handling difficult customer complaints, monitoring customer service standards and implementing coaching to improve servicing standards.
    • Demonstrated experience in the accommodation or travel industry with working knowledge one or more of the following systems would be highly regarded – IRIS, Merlin, CSS, Salesforce, Customer Hub.

Benefits

We offer a dynamic and supportive work environment that encourages innovation and growth. Our team members enjoy competitive salaries, comprehensive benefits packages, and opportunities for career advancement.

Others

As a Quality Assurance Coordinator, you will have the opportunity to work with a talented and dedicated team to deliver exceptional results and make a real difference in our customers' lives.

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