Customer Care Coordinator

Experience in the customer service field Proven track record of analytical skills Hands-on experience in quality assurance Great people skills and ability to communicate (negative) feedback Good organizational skills, knowledgeable in goal-setting practices Examples of data visualization abilities and understanding of support metrics Perception of basic business metrics and how support impacts those Problem-solving capabilities to create meaningful strategies to improve support quality. Responsibilities Maintain and develop internal support and call center quality standards Review a subset of support agents' conversations (calls, emails, chat, etc) on Klaus Assess support interactions based on internal standards Accompany evaluations with meaningful and constructive feedback Discuss and explain feedback with agents in regular meetings Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support team's performance affects those KPIs Create strategies to improve support KPIs Help agents improve their performance with specific instructions and constant support Map the need for training and onboarding programs and initiate these projects Monitor customer service performance on the agent and team level Create reports that reflect support performance Report support team's performance to higher-ups Participate in calibration sessions to maintain consistency in internal evaluations Contribute to the team culture in a positive manner. - EPF
- SOCSO
- Medical benefits
Additional Benefits
EPF / SOCSO / PCB Training Provided Performance Bonus Allowance Provided Medical and Hospitalisation Leave Never provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report This Job ad.