This is a part-time role where you will provide an independent and highly effective QA process, which evaluates and checks adherence to processes, including regulatory requirements, while monitoring the effectiveness of our customer services representatives to deliver exceptional customer service via calls, email and chat.

Job Description

Monitor calls, e-mails and chat via a remote recording platform.
Work closely with the clients Customer Service (CS) Team to review and feedback on all customer processes, while adhering to agreed quality procedures for performance reviews.
Managing non-conformances and breaches within the CS teams by timely reporting and recommendations which will then be addressed by client managers.
Host regular quality meetings with the management and client team with analysis and offer solutions to improve areas of concern.
Maintain knowledge of the products, promotions, procedures and other important issues through management communications, meetings, training, and intranet.
Work as part of a Team.
Client and team calibration sessions.
Correct handling and adherence to Data Privacy of customer information.

Skills:

Fluency in English
Computer literacy.
Good knowledge of over the phone/email/chat Customer Service
Have a commitment to service excellence
Strong analytical ability
Have a can do attitude and a desire to deliver above and beyond
Flexible and adaptable to meet the changing needs of the business and ability to support the team through periods of change
2 to 3 years Customer Services experience
Quality focus

Languages Skills:

Excellent Thai (Native)
Good command of English (spoken and written)

Person Specification:

• Motivated, flexible and goal-oriented
• Positive attitude and team spirit
• Adaptable to change
• Excellent interpersonal skill

IMPORTANT NOTE:

Applicants will be asked to sign a confidentiality agreement and complete an interview using English language.
In case this skillset matches your profile, please reach out and send your CV to: jmanalo@transperfect.com (Jeline Manalo).

Only applicants who meet the above criteria will be contacted.

TransPerfect

IT / Development

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