Global Customer Service Excellence Specialist

16 hours ago


Kuala Lumpur, Kuala Lumpur, Malaysia TikTok Full time

We are seeking a skilled Customer Service Excellence Specialist to join our team. As a key member of our Service Excellence team, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions.

Key Responsibilities:
  • Conduct transaction monitoring to analyze customer service calls' content and evaluate the success of interactions.
  • Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information.
  • Implement measures to assess the effectiveness of customer service interactions and define evaluation criteria, scorecards, and performance metrics.

You will work closely with cross-functional teams to identify areas for improvement and contribute to the development of training programs, workshops, and coaching sessions.



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