chuyên viên cấp cao Kiểm soát Chất lượng dịch vụ khách hàng

Mô tả Công việc
Key Accountabilities
Quality Assurance (80%):
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
Others (10%)
Work closely with the sales force.
Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
Perform other tasks as assigned from time to time
BENEFIT
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