Customer Service Excellence Specialist

hace 4 días


Madrid, Madrid, España Msx International Inc. A tiempo completo

About the Role

We are seeking a skilled Customer Service Excellence Specialist to join our team at MSX International Inc. in Sweden. This is an exciting opportunity for a professional with experience evaluating customer service interactions and providing actionable feedback to improve agent performance.

Key Responsibilities:

  • Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
  • Performance Evaluation: Analyze individual and team performance, providing constructive feedback and recommendations for improvement to both agents and team leaders.
  • Compliance Checking: Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
  • Process Auditing: Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
  • Reporting and Documentation: Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
  • Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.
  • Collaboration: Work closely with team leaders and other QA team members to share insights and collaborate on strategies that enhance overall service quality.
  • Issue Escalation: Identify recurring issues or areas of concern and escalate them to the Project Manager for resolution.

Requirements:

To succeed in this role, you will need:

  • In-depth understanding: Of quality assurance processes and methodologies, particularly in a customer service environment.
  • Fluent Communication: Verbal and written communication skills in Swedish and English to provide clear, constructive feedback and collaborate with agents and team leaders.
  • Analytical Skills: The ability to identify trends, interpret data, and provide insights that contribute to improved performance.
  • Coaching Experience: Experience in coaching and developing agents to enhance their skills.
  • Problem-Solving: Ability to identify inefficiencies in customer service processes and recommend practical solutions.
  • Adaptability: Flexibility to adjust to changing priorities and manage multiple tasks in a dynamic environment.

What We Offer:

You will be part of a great team of professionals in an internationally consolidated company, with a competitive salary of around 65,000 EUR per year, depending on your level of experience and qualifications.



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