Satellite Office Careers

Description

CORE RESPONSIBILITIES 

1. Call and Communication Monitoring
   1. Audit customer calls, emails, and digital communication to ensure high standards of customer service and compliance with policies and regulations.
   2. Document findings and provide constructive feedback to customer support representatives for improvement.
2. Quality Assurance Process Enhancement
   1. Contribute to the enhancement of quality assurance processes, scorecards, and evaluation criteria.
   2. Collaborate with the Quality Assurance Manager to implement changes and improve overall assessment processes.
3. Process Improvement Identification
   1. Analyse audit findings and customer feedback to identify areas of improvement for the broader customer operations team.
   2. Work with team leads and managers to implement changes that enhance customer service quality and efficiency.
4. Calibration Sessions
   1. Participate in regular calibration sessions with the Quality Assurance team, ensuring a consistent approach to auditing and evaluation.
   2. Share insights and best practices to maintain alignment across the team.
5. Customer Engagement
   1. On occasion, engage with customers via voice and digital channels to maintain a deep understanding of customer needs and expectations.   

CAPABILITIES 

• 2+ years of experience in customer service, quality assurance, or a similar role.
• Strong listening, analytical, and problem-solving skills.
• Demonstrated knowledge and experience with coaching, mentoring and developing teams.
• Excellent verbal and written communication abilities.
• Proficiency in CRM systems, customer support software, and relevant productivity tools.
• Familiarity with industry best practices, quality assurance processes, and legislative requirements.
• Proactive, motivated, and detail-oriented, with the ability to manage multiple tasks simultaneously.
• Customer-centric mindset and dedication to delivering exceptional customer experiences.
• Adaptability and resilience in a fast-paced, dynamic environment.
• Ability to understand the bigger picture and make informed recommendations for process
  improvements

TOP SKILLS 

• Listening and analytical skills
• Coaching and Development
• Communication abilities
• Attention to detail
• Problem-solving
• Adaptability

KEY RELATIONSHIPS 

• Product team
• Customer Service team
• Despatch team
• Online Showroom
• King Care
• Showroom Teams
• eCommerce team
• Customers