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About this position

The Trainer - Customer Service is responsible for monitoring customer service performance, coaching agents, and ensuring quality standards are met.

Responsibilities

• Responsible for monitoring customer service
• Monitor performance and coach agent to achieve SLAs
• Thorough data analysis, feedback problems & handle necessary escalation and form a quality inspection report
• Work closely & hand in hand with other departments to respond immediately to relevant operation needs
• Participate in the development of quality inspection standards and continuously optimize the process and system platform
• Support and escalate issues and involve experts wherever required to resolve issues as quickly as possible

Requirements

• Experience in QA or Trainer Contact Center
• Bachelor's degree in any field
• Good command of English
• Can work both as an individual and as a team
• Good at analytic skill & coaching
• Have an action strategy to develop agent
• Working day: Mon-Fri (9.00 am. -6.00 pm.)

Benefits