Responsibilities :
- Responsible for supervising individual performance in achieving customer service targets and service quality
- Develop teamwork strategies, budgets, control SOPs, and ensure achievement of division performance targets.
- Designing the service matrix and QC Parameters for the Customer Service team.
- Improving the quality of the division's output by increasing individual competency through development programs (training, coaching, mentoring)
Requirements
- Experienced as Customer Service or Quality Assurance Manager min. 2 year
- Able to create a service matrix that suits customer needs and behavior
- Create quality parameters for customer service
- Able to calculate improvements in service quality and performance of each CS agent
- Understand the use of service tools such as Freshdesk, Zendesk, Sales Force and other service tools.
- Problem Solving and Analysis
- Computer literate
- Data processing using spreadsheet/Microsoft Excel
- Presentation skills
Send your CV to [email protected] with subject position_name