Location: Albania
Position Type: Regular Employee
Salary: 1.5K-2.0K RMB (Negotiable for exceptional candidates)
Languages: Chinese (汉语), English
Core Responsibilities:
- Quality Monitoring:
- Monitor the service quality of the customer service team and assess performance.
- Standard Development:
- Develop and improve customer service quality standards to ensure service meets company requirements.
- Issue Identification & Improvement:
- Identify issues in customer communication, provide improvement suggestions, and submit quality reports to management.
- Training Support:
- Collaborate with the training department to create improvement plans to elevate overall customer service performance.
- Customer Complaint Analysis:
- Handle customer complaints, analyze responses from customer service, and propose optimization plans.
- Quality Assessment Meetings:
- Organize regular quality evaluation meetings and track the development of customer service personnel.
Qualifications:
- Experience & Skills:
- Preferred to have 1+ years of experience in customer service quality monitoring or management.
- Experience with online customer service or proficiency in bilingual (Chinese and English) is a plus.
- Familiarity with customer service quality monitoring processes and the ability to independently develop quality standards.
- Detail-oriented with strong data analysis and problem-solving abilities.
- Proficient in Excel, Word, and other office software, with good report writing skills.
- Team Collaboration:
- Must possess strong teamwork skills and the ability to effectively assist the training department in improving the customer service team’s performance.