Service Excellence Specialist

2 weeks ago

Pasay, National Capital Region, Philippines beBeeQualityAssurance Full time ₱10,000 - ₱15,000
Job Description

As a Quality Assurance Specialist, you will be responsible for ensuring that our teams deliver exceptional service to customers and guests through every interaction.

Key Responsibilities:
  • Work within the quality framework to ensure all team members deliver personalized customer service.
  • Maintain accountability among team members for taking ownership of customer issues.
  • Monitor, evaluate, and provide feedback on a set minimum number of interactions per employee per month.
  • Identify service failures and provide feedback to agents and managers.
  • Utilize information to identify training needs for agents and rectify anomalies.
  • Score knowledge, quality, and skills using a standardized evaluation guide.
  • Communicate opportunities for improvement and areas of excellence to agents and managers.
  • Measure trends and training needs related to accuracy and report to Team Managers.
  • Provide weekly, monthly, and yearly statistical reports on trends to Managers.
  • Select finalists for the Call of the Month program.
  • Act as a Witness coordinator, assisting in locating calls, providing user training, and being a liaison point of contact for issues identified.
Required Skills and Qualifications:

Excellent interpersonal and communication skills with experience providing feedback are essential. Strong team player with ability to work independently is also required.

  • Good written English skills.
  • Attention to detail and excellent customer service skills.
  • Ability to work under pressure and troubleshoot problems.
  • Multi-tasking skills while adhering to deadlines.
  • Understanding of Guest and Trade Services operation is essential.
  • Experience coaching and developing others is essential.
  • Good team player with ability to handle sensitive information.
  • Knowledge of working with and coaching others to improve Sales targets.
  • Awareness of managing and lowering Call Handling times.
  • Excellent written and verbal communication skills.
  • Enhanced listening skills.
  • Analytical and report writing skills.
  • Negotiating skills and attention to detail.
  • Self-disciplined with ability to establish priorities.
  • Works well under pressure and to tight deadlines.
  • Adaptability and ability to manage own workload.
  • Clear ability to work alone and as part of a team.
  • Working knowledge of Excel, Word, and PowerPoint.
  • In-depth knowledge of GUI Individual reservation system is essential.
  • Knowledge of AS400, Amadeus, Siebel, Witness, Avaya, Choice Air, and Travel Box is advantageous.

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