Quality Assurance Assistance

1 week ago

Chiang Mai, Chiang Mai, Thailand ANYWHEEL CO., LTD. Full time

Position highlights

  • Analyze, check, and improve Customer Service agents' performance
  • At least 1-2 years of experience in customer service field
  • Intermediate to advanced English proficiency

Representatives responsibilities

Assist the Quality Assurance Supervisor in the following tasks:

  • Foresee the service in the eyes of customers who provided any feedback on Anywheel-related platforms (customer-to-service reflection).
  • Maintain a high and consistent level of support quality across the team, both internal and external with clear, informative, adaptable, and practical approaches.
  • Record, audit, and monitor customer service cases weekly to identify trends, frequent issues, and the effectiveness of issue-solving processes.
  • Gather direct feedback and suggestions from the customers as well as the patterns of complaints or issues from customers for the insightful troubleshooting methods or SOPs .
  • Report weekly trends of customer issues and queries to supervisors as one of the decision-making and strategy adjustments factors.
  • Study, evaluate and improve the use of templates and workflows relating to customer queries and issues for efficiency and customer satisfaction.
  • Suggest and remind suitable troubleshooting methods to the CS representatives in constructive and informative ways.
  • Work together with the CS Supervisor in formulating a feedback system to maintain the Customer Service Representatives' performance, well-being, and SOPs understanding.
  • Liaise with the appropriate personnel to lead, escalate, and report queries to the correct internal and external departments or to the individual.
  • Process disputes in Anywheel payment gateways.
  • Monitor updates to company policies, app features, and departmental changes, and ensure they are accurately reflected in work materials.
  • Work together with the Customer Service Senior and the rest of the Customer Service Management team to develop the standards and KPIs of the Customer Service team.
  • Act as a substitute in case of staff shortages to ensure uninterrupted service.

Qualifications

  • 1-2 years of experience in customer service or a related field
  • Proficient in intermediate to advanced levels of Thai and English reading and writing
  • High level of leadership & unbiasedness
  • Exceptional verbal communication skills
  • Ability to work both independently and collaboratively as part of a team
  • Demonstrates professionalism and patience
  • Strong interpersonal and customer service skills
  • Keen attention to detail
  • Strong multitasking abilities
  • Effective time-management skills
  • Excellent problem-solving skills
  • Self-study, summarize, and pattern recognition skills
  • Excellent Excel skills
  • Friendly, approachable, and open-minded demeanor

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