Monitor Product Support Agents transactions, calls and review emails for accuracy of information and call handling standards.
To have Operational Experience through taking call, emails and/or live chat
Elaborate, recommend and oversee improvement actions by providing in-depth insights of qgents Quality performance base on Root Cause Analysis (RCA).
Analyze customer grievances and other non-compliance issues
Ensure that Product Support Agents are delivering a high level of customer service in accordance to COPC Standards.
Record evaluations utilizing departmental quality monitoring forms.
Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
Providing reports and in-depth analysis to Supervisors and the Manager with regular performance feedback on the agents.
Participates in the design of quality monitoring forms and quality standards.
Participates in customer and client calibration sessions to identify customer needs and expectations.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDM.
Teledirect provides customised telecommerce services and consulting in Asia.
Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.
We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases