รายละเอียดงานObjectives: This role is responsible for monitoring incoming/outgoing calls/chats to ensure that quality expectations are met, measuring agents’ performance and adherence to policies/procedures, and interpreting/analyzing customer feedback to improve satisfaction results.
Responsibilities:
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, etc)
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all customer service metrics (e.g. CSAT, SLA) and how the support team’s performance affects those KPIs
- Help agents improve their performance with specific instructions and constant support
- Monitor customer service performance on the agent and team level
- Report support team’s performance to higher-ups
Contribute to the team culture in a positive manner
ติดต่อPeople Team
Bitkub Online Co., Ltd
2525, FYI Tower 2, 11th floor, Unit 2/1101-2/1107, Rama 4 Road
แขวงคลองเตย เขตคลองเตย กรุงเทพมหานคร 10110