Case Management Specialist (Live Chat & Call Center) - ezbuy
Case Management Specialist (Live Chat & Call Center)

Case Management Specialist (Live Chat & Call Center)


Full Time : $ 2100 - $ 2600 / PER MONTH
Full TimeSales / Retail    
4 months ago

Job Description

Under general direction, this candidate is responsible for supporting total quality methods, processes, and procedures for on-site live chat. This position plays an integral role in upholding service excellence through monitoring and assessing customer interactions of Customer Service department; documenting agent performance strengths and weaknesses; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.

- Conduct live chat transcript audit for Customer Service department.
- Identify training needs and conduct strategic training to CS agents.
- Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
- Works with Quality Leadership to continually define Quality Assurance guidelines.
- Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
- Offers suggestions for process improvement to foster exceptional customer experience.
- Assists with the creation and updating of procedure/training manuals.
- Maintains overall objectivity in supporting consistent other ad-hoc duty assigned by QSM
- Working closely with Dispute Manager and all other external management to ensure quality in satisfaction rate and Soft skills.

Job Requirements

- 1 to 3 years of progressive work experience in Quality Assurance/Auditing, Call Centre, or Customer Service.
- Fluent speaking and written(typing) of both English and Chinese in order to liaise with Chinese speaking associates.
- Good communication and planning skills.
- Possesses initiatives and creativity to drive process improvements
- Proven track record of managing a customer experience/ care team is not a must but advantageous.

Work Location


Get In Touch

   +65 6904 9612

   75 Ayer Rajah Crescent,
       #01-04 Singapore 139953
        View map here

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