Job Description
- Regular monitoring of performance and compliance to the company standards and policies by the agents.
- Facilitate the definition of in-house quality procedures, standards and specifications and performance coaching sessions to improve customer service quallity.
- Assessing customer requirement and ensuring that these are met.
- Prepare regular management and technical reports and provide suggestions for improvement ased on analysis of data.
- Identify opportunities for improvement of QA workflow, work efficiency, work quality and work innovation and act as a catalst for change.
- Monitor an analyse the data on CSAT and NPS, familiar in any form of scorecards.
- Provide support on the analysis of contact reasons by the customers.
- Perform other related duties as assigned.
Job Requirements
- Bachelor's degree qualification and above
- Minimum 1 year of working experience in Service Quality or call centre
- Proficient in both Chinese Mandarin and English (both verbal and written)
- Proficent in Microsoft Office an Google Suite applications
- Able to work shifts (including weekends, public holidays, overnight)
- Excellent in data analysis, presentation and dealing with complexity
- Able to understand and execute complex written and verbal instructions
- Able to deliver excellent customer service, externally and internally
- Flexibility, proactive and perseverance
Skills
Company Benefits
We Care For You!
Your health is important to us. Medical cards and medical claims are available to cover your health expenses.
KPI Incentives
Each role has KPIs that measure engagement and achievement. Your performance will be rewarded by incentives.
Training and Development
We care about your performance and personal growth. Trainings are provided to enhance and improve the necessary skills.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
1 - 3 Years of Experience
Career Level
Junior Executive
Job Specialisation
Customer Service
Company Profile
Daythree Business Services Sdn Bhd
Daythree stands at the forefront of Business Process Management (BPM) industry in the region, an illustrious trailblazer recognized for its innovation-driven approach to transforming customer experiences. We are not just an award-winning BPM company; we are the architects of brand equity and trust for esteemed partners, weaving the fabric of innovation and data into their journey.
In an era where organizations strive to elevate their performance and maintain a competitive edge in the global arena, aligning with a BPM service provider becomes a pivotal strategy. It is the art of slashing operational costs, unlocking specialized expertise, seamlessly adapting to the ever-evolving tech and regulatory landscape, supercharging efficiency, and refocusing precious resources on their core mission.