Customer Service Excellence Specialist

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeQualityAssurance Full time ₱1,429,200 - ₱2,164,200

Job Overview

  • Evaluate customer interactions to ensure exceptional service delivery and alignment with company policies and procedures.
  • Analyze back-office task-handling to assess the quality of handling and adherence to company policies and procedures.
  • Identify opportunities for improvement by analyzing agent performance trends, patterns, and areas for development.
  • Provide constructive feedback and coaching to support agents based on evaluation results.
  • Develop standards and guidelines for customer support and back-office processes.
  • Track and report metrics on team performance.
Key Responsibilities:
  • Evaluate customer interactions to ensure exceptional service delivery and alignment with company policies and procedures.
  • Analyze back-office task-handling to assess the quality of handling and adherence to company policies and procedures.
  • Identify opportunities for improvement by analyzing agent performance trends, patterns, and areas for development.
  • Provide constructive feedback and coaching to support agents based on evaluation results.
  • Develop standards and guidelines for customer support and back-office processes.
  • Track and report metrics on team performance.
Requirements:
  • Minimum 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories.
  • Attention to detail to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Effective communication skills for delivering feedback and engaging with agents and management.
  • Familiarity with quality assurance and CRM tools.
  • Problem-solving approach to address challenges and make improvements.
  • Ability to collaborate with various functions to support operational quality and customer satisfaction goals.

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