- Build scripts for all scenario of calls / emails / chat with customers to ensure highest standards of service
- Build QA checklist for evaluation of CS agents against standards of service
- Run internal QA and assessment of CS agents through the review of sample conversations (calls, emails, chats)
- Build reporting templates and monitor CS performance at agent and team levels
- Build training materials for CS agents to improve skills in line with standards of service
- Lead the training / coaching / mentoring of CS agents to improve skills in line with the standards of service
- Measure and analyze improvement of CS agents and CS metrics and bring recommendations to CS manager
- Bring strategic ideas to improve standards of service and support KPIs
- Systematically improve policies, scripts, training materials to deliver the best quality of service.
- Analyze all customer service metrics (e.g. CSAT, FRT,...) and how the support team’s performance affects those KPIs;
- Report the support team’s performance to the Manager.
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