Chuyên viên Cấp cao Kiểm soát Chất lượng Dịch vụ Khách hàng

Report to: Quality Assurance Manager
Job Description
  • Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
  • Assure CS frontline being operated and providing services following approved procedures and guidelines.
  • Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.
  • Conduct training/ refresh training for CS staff.
  • Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.
  • Co-operate with relevant Departments on improving Customer care services.
  • Involves in customer onsite visit when handling the customer's complaints, customer's care and Investigation cases etc
  • Back-up force for CS frontline & involves in customer visits (10%): Plays the roles of back-up force for CS frontline when needed
  • Perform other tasks as assigned from time to time
Job Requirements
  • Graduated University/ College
  • Good customer services experience, esp. at frontline
  • Demonstrate accuracy and thoroughness. Work in an organized manner.
  • Effective communication skills: writing, speaking and listening.
  • Ability and willingness to learn and adapt to the company working environment.
  • Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.
  • At least 3 years experienced in CS process related to frontline. Experience in QA/ Investigation is an advantage
  • Competitive salary (100% salary during probation).
  • Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
  • Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
  • Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
  • Gifts for new comers and on special occasions
  • Modern facilities in the spacious office 
  • 15 Annual leaves
Tóm tắt công việc
  • Ngành nghề: Operations
  • Cấp bậc: Senior Officer
  • Địa điểm: Hồ Chí Minh
  • Loại hình: Full-time
  • Ngày đăng: 01/12/2023

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