This is a part-time role (25 hours a month or more) 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.
Monitor calls, e-mails and chat via a remote recording platforms.
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.
Native level of Traditional Chinese
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