As a Customer Support Quality Assurance, your goal is to maintain a high and consistent level of quality support across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
- Maintain and develop internal support and call center quality standards;
- Review a subset of support agents’ conversations (calls, emails, chat, etc) on CRM system;
- Daily monitor customer service performance and overall quality.
- Solve customer’s complaints and provide reasonable solutions.
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
- Willing to learn new things
- Proficiency in Microsoft Office Products: Word, Excel, Outlook and PowerPoint
- Bachelor degree in QA, QC, Business Administration, Accounting is a plus;
- Experience in the customer service, hospitality space is a big plus;
- Be competent in reading guidelines in English (TOEIC 650)
- A competitive salary
- Full package benefits for employees under Labor Law
- A fast-paced environment and a fast track to career advancement
- Well-being activities
- Email: firstname.lastname@example.org
- MyTravelThru – 97 Pham Quang Anh, Son Tra District, Da Nang City
- Hotline: +8497 999 0945
- Website: mytravelthru.com