Guest Service Agent

Early Applicant

Exp: 0-2 Years

Job Description

Job Responsibility

Responsibilities

Maintain and develop internal support and call center quality standards
Review a subset of support agents conversations (calls, emails, chat, etc) on Klaus
Assess support interactions based on internal standards
Accompany evaluations with meaningful and constructive feedback
Discuss and explain feedback with agents in regular meetings
Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support teams performance affects those KPIs
Create strategies to improve support KPIs
Help agents improve their performance with specific instructions and constant support
Map the need for training and onboarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Create reports that reflect support performance
Report support teams performance to higher-ups
Participate in calibration sessions to maintain consistency in internal evaluations
Contribute to the team culture in a positive manner.

Requirements

Job Requirements

Experience in the customer service field
Proven track record of analytical skills
Hands-on experience in quality assurance
Great people skills and ability to communicate (negative) feedback
Good organizational skills, knowledgeable in goal-setting practices
Examples of data visualization abilities and understanding of support metrics
Perception of basic business metrics and how support impacts those
Problem-solving capabilities to create meaningful strategies to improve support quality.

Job Benifits

Benefits