Customer Service Quality Audit Associate

  • Kota Surakarta
  • Shipper
Why Join Us? The shipper is on a mission to invent a new standard for online shipping in Indonesia. We have assembled the largest asset-light delivery network to make shipping simple, reliable, and cost-competitive. With over 17,000 islands, 2,500 logistics providers, and a fast-growing e-commerce market, Indonesia is one of the most challenging markets to build a great online shipping experience and we are primed to be a part of the solution. We are privileged to have some of the best global investors including Lightspeed, Y Combinator, Sequoia Capital India, DST Global Partners and others. We are looking for passionate and outstanding individuals to join our team. What will you do? Conduct quality audits on customer service interactions to assess adherence to established standards and policies. Analyze data related to customer interactions and service performance, identifying areas for improvement and implementing corrective actions. Understand customer expectations and evaluate service delivery from the customer's perspective. Provide guidance and support to customer service teams, addressing issues identified during audits and promoting a culture of continuous improvement. Monitoring and reporting on key performance indicators (KPIs) to track operational performance and drive continuous improvement. Ensuring compliance with information security policies and data protection regulations. What are the requirements? Bachelor degree in any fields. Having experience as customer service quality auditor will be prioritized. Having good knowledge in customer service software and tools such as CRM, Google Analytics, Jira, etc. Having good skills in communication, analytical, attention to detail, time management, and continuous improvement mindset. Willing to be placed in Solo. Powered by JazzHR
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