Under the general direction of the Corporate Director of Customer Service and Quality Assurance, a Customer Service and Quality Assurance Assistant goal will be to maintain a high and consistent level of support quality across the team.
Essential Job Duties :
- Maintain and develop internal quality standards.
- Assess support interactions (calls, email, chat messages) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Analyze all customer service metrics and how the team performance affects those KPIs.
- Map the need for training and onboarding programs and initiate these projects.
- Create reports that reflect agent performance.
- Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.
- Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.
Required Knowledge, Skills, and Abilities :
- Demonstrable experience in an office environment.
- Experience of working as a first point of contact.
- Excellent communication (written and verbal) and customer care skills.
Education/Training/Certifications: - High school diploma or equivalent
Experience/Background :
- Prior experience in a customer service and quality control environment required
- Prior experience with commercial laundry software preferred
- Advanced proficiency in MS Office (Word, Excel, Power Point, Outlook)