Job Description

• Perform monthly live chat and historical chat monitoring, evaluate, and generate chat rating report to the Customer Service Manager and Senior Operation Manager.  
• Conduct training session to cater improvement on chat quality. 
• Assist Customer Service Manager in design of chat monitoring formats and quality standards, coordinate to discuss individual staff performance. 
• Track, follow up and perform calibration in chat quality on recommended action. 
• Create and improve quality assurance guidelines and SOP. 
• Conduct one to one or one to all coaching with the customer service representative for quality improvement. 
• Monitor all company’s platforms for any misconduct message and information such as live-chat, Whats-app, We-chat etc 
• Monthly customers feedback and complaints reporting.
• Perform CSAT survey and Mystery shopping on behalf of client and prepare report for Top Management.
• Manage and execute that have be assign by Team Leader. 

Job Requirements

• Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in any field.
• Minimum 1 years’ experience in same or relevant field. 
• Required Language (s): English and Mandarin (written and spoken). 
• Required Skill(s): Microsoft Office, Google Drive, Report writing. 
• Excellent interpersonal, communication and presentation skills. 

Skills