Customer Services Quality Manager

Responsibilities :

• Responsible for supervising individual performance in achieving customer service targets and service quality
• Develop teamwork strategies, budgets, control SOPs, and ensure achievement of division performance targets.
• Designing the service matrix and QC Parameters for the Customer Service team.
• Improving the quality of the division's output by increasing individual competency through development programs (training, coaching, mentoring)

Requirements

• Experienced as Customer Service or Quality Assurance Manager min. 2 year
• Able to create a service matrix that suits customer needs and behavior
• Create quality parameters for customer service
• Able to calculate improvements in service quality and performance of each CS agent
• Understand the use of service tools such as Freshdesk, Zendesk, Sales Force and other service tools.
• Problem Solving and Analysis
• Computer literate
• Data processing using spreadsheet/Microsoft Excel
• Presentation skills

Send your CV to [email protected] with subject position_name