As part of the overseas department team, you play an essential part in the overseas customer service team to ensure that our customer service agents are equipped with the necessary skills and knowledge to deliver a high quality of service to our clients. Being a high growth electronics company, we are looking for a candidate who will be a strong self-starter with critical thinking to achieve after sales success. This candidate will help us drive up customer service quality audit excellency by going far and beyond, delivering the best possible value and service to our customers.
Responsibilities of a Quality Assurance Analyst (AU/PH) but are not limited to:
- Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails and chats on Zendesk, Social Media, Lazada, Shopee & Amazon
- Analyse data and prepare weekly reports on quality assurance findings, identifying areas for improvement.
- Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards
- Collaborate with the CS team leaders to identify opportunities for process improvements and training needs through weekly calibration sessions
- Assist in any additional ad-hoc duties
- Minimum 1 – 2 years of experience in Customer Service with experience in delivering training and performing quality assurance
- Proficiency in using Zendesk or equivalent CRM, quality assurance tools, and Microsoft Office Suite (Excel, Word & PowerPoint).
- Attentive to details
- Ability to pick up new skills promptly and proactively
- Excellent communication and interpersonal skills with the ability to liaise with stakeholders across various teams.
- Strong understanding of business needs with a customer-first mindset
- Independent and enjoy working in a fast-paced environment
