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Customer Service Quality Specialist
1 month ago
Job Title: Customer Service Quality Specialist
Key Responsibilities:
- Customer Service Performance Monitoring:
- Review and evaluate customer interactions to ensure adherence to quality standards.
- Monitor customer service staff's compliance with policies and procedures.
- Data Analysis and Reporting:
- Analyze team performance, identifying strengths and areas for improvement.
- Prepare regular reports on quality levels and customer satisfaction, with actionable recommendations.
- Training and Development:
- Provide constructive feedback to employees on their performance and guide them to improve customer interactions.
- Contribute to the development of training programs to enhance the skills of the customer service team.
- Process Improvement:
- Identify weaknesses in customer service processes and propose solutions for improvement.
- Collaborate with other departments to enhance customer service tools and systems.
- Customer Satisfaction Monitoring:
- Review and analyze customer satisfaction surveys to identify areas for improvement.
- Develop strategies to enhance the customer experience based on feedback.
- Compliance with Standards:
- Ensure customer service aligns with company standards and complies with legal and regulatory requirements.
- Implement best practices to maintain high service quality.
Qualifications and Experience:
- Educational Qualifications:
- Bachelor's degree in business administration, Quality Management, or a related field.
- Work Experience:
- 1-3 years of experience in customer service or quality assurance.
- Familiarity with Customer Relationship Management (CRM) systems.
Required Skills:
- Excellent analytical skills for performance assessment and data analysis.
- Effective communication skills for delivering feedback and recommendations.
- Problem-solving abilities and sound decision-making.
- Attention to detail to ensure the highest standards of service quality.
Seniority level: Not Applicable
Employment type: Full-time
Job function: Customer Service and Quality Assurance
Industries: Cosmetics and Retail
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