Job description
Here’s a snapshot of what your responsibilities would include: The below is meant to serve as a guideline to the job at hand. However, your day-to-day responsibilities may cover activities outside the above scope relating to the wider customer service operation. An element of flexibility will be required. Quality Monitoring: Review and assess customer service interactions (calls, chats, emails) for compliance with company standards and procedures.
Performance Evaluation: Analyze the performance of Customer Service Executives and provide constructive feedback. Knowledge Base Management: Maintain and update the customer service knowledge base by creating, curating, and sharing articles that help employees provide accurate and efficient service. Knowledge Testing: Develop and administer knowledge tests for employees to ensure understanding and retention of key information, policies, and procedures.
Reporting: Prepare and present regular quality reports, identifying trends, strengths, and areas for improvement. Identify Contact Drivers and propose mechanisms to reduce customer and employee efforts. Training Support: Assist in the development and delivery of training programs based on quality assessment findings. Collaboration: Work closely with the Customer Service team and cross-functions to ensure alignment on quality standards and best practices.
Feedback Loop Creation: Create a structured feedback loop between customer service representatives and other departments (such as product, marketing, or operations) to share insights gained from customer interactions and drive product or service improvements. Continuous Improvement: Identify opportunities for process improvements and contribute to initiatives that enhance customer experience.
Tool & Technology Optimization: Evaluate and provide recommendations on the tools, systems, and technology used by the customer service team to improve efficiency and quality of service. Customer Feedback Analysis: Gather and analyze customer feedback to inform quality assessments and recommendations. Implement action plans to improve customer experience based on feedback Requirements Your skills would include: Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
Proven experience in a customer service role, with at least 2-3 years in a quality related position. Strong understanding of customer service principles and best practices. Extensive e-commerce background. Proven track record of analytical skills. Ability to provide constructive feedback and foster a positive work environment.
Maintaining and observing a high degree of professionalism, always ensuring confidentiality. Displaying the highest level of verbal and written communication to internal and external customers. Ensuring the team are always customer focused. Proficiency in Microsoft Office Suite and familiarity with quality monitoring tools.
Maximizing your personal competency through Continuous Professional Development. Role Competencies: Customer Obsession High Standards, Quality and Efficiency Attention to Details Analytic thinking and influencing others Process Improvement Coaching & Feedback Adaptability Deliver efficient results Stakeholder management Ownership Develop others, keep raising the bar Vocally self-critical Problem-solving capabilities to create meaningful mechanisms to improve quality of service.