Customer Experience Expert

Application Dates
Applications open
24 Aug 2019
Applications closing
24 Sep 2019
Opportunity Overview
Type Graduate Jobs (Full-time)
Salary
RM 3000 – RM 4500
Location
KL Central
Start date
Ongoing
Academic requirements
Level of Study
University undergraduate

As Customer Experience Expert, you will monitor Product Support Agents transactions, calls and review emails for accuracy of information and call handling standards.

Responsibilities

  • Monitor Product Support Agents transactions, calls and review emails for accuracy of information and call handling standards.
  • To have Operational Experience through taking call, emails and/or live chat
  • Elaborate, recommend and oversee improvement actions by providing in-depth insights of agents Quality performance base on Root Cause Analysis (RCA).
  • Analyze customer grievances and other non-compliance issues
  • Ensure that Product Support Agents are delivering a high level of customer service in accordance to COPC Standards.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
  • Providing reports and in-depth analysis to Supervisors and the Manager with regular performance feedback on the agents.
  • Participates in the design of quality monitoring forms and quality standards.
  • Participates in customer and client calibration sessions to identify customer needs and expectations.
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization 

Requirements

  • Candidate must possess at least a Diploma and/or Bachelor's Degree,
  • Required language(s): Fluent English with Chinese (Mandarin) would be an advantage
  • Minimum 2-3 years’ experience of experience performing Quality Assurance in a call center environment preferred.
  • Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
  • A knack for implementation of corrective action programs
  • Knowledge of Quality terms, tools, and methodologies
  • Demonstrated ability to train and develop new and existing support agents.
  • Flexible, detailed, and able to successfully adapt to change.

Benefits

  • Medical Insurance (cover Inpatient & Outpatient)
  • EPF, SOCSO & EIS Contribution.