Job Summary

Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Responsibilities:

  • Promote outstanding customer relations among team members.
  • Supervise, evaluate and assist in staff scheduling, training and coaching.
  • Conduct efficient daily quality assessment on agent activities with customers per SLA.
  • Communicate new procedures, directives, etc. with the agents
  • Enforces procedures to ensure agents compliance with company’s rules, regulations and asset security.
  • Periodical performance of agent activities to have first-hand interaction and feedback from customer.
  • Random barge into agent chats/calls to ensure effective quality assurance and customer satisfaction.
  • Ensure collaborative relationships with other departments to ensure optimal service levels.
  • Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.
  • Provide daily/ weekly and monthly report on the activities of the team
  • Ensure all agents under your supervision meets their KPIs
  • Achieving your KPI per target set by the department
  • Performs all other duties as assigned by supervisor or management.



Qualifications and Requirements:

  • Excellent communication skills
  • Good knowledge of social media
  • Proactive
  • Team Player
  • MS Office
  • Operational Excellence
  • Creativity and Innovation
  • Business Know-How
  • Do not apply if you do not have Sports betting, e-commerce or telecommunication background.

Note: We screen candidates through online test (Aptitude and Psychometric), candidates with excellent score will be only shortlisted for interview.

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