Customer Service Quality Research Manager

"Midea" is one of the world's largest manufacturers of cooling systems and household appliances, focused on the development of energy-efficient technologies and environmental care.

LLC "Emtekniksi" is the exclusive importer of "Midea" brand household air conditioning and appliances in Georgia.

LLC "Emtekniksi" announces a vacancy for the position of "Customer Service Quality Research Manager".

Function-responsibilities

• Conducting telephone research of customer (for physical and legal persons for delivered products - showroom equipment, online sales and service customers) service monitoring experience according to a pre-developed questionnaire;
• Interpretation of the obtained results, preparation of interim and final reports;
• Submission of a complete report to the manager at the end of the reporting month (see report form);
• Monitoring the quality of work performed by call center operators, service center coordinators, warehouse dispatchers, and delivery groups:
• Random 10 calls for each operator, coordinator, warehouse dispatcher, and corporate sales manager at different times of the month and day;
• Random 10 correspondences for online sales specialists at different times of the month and day;
• Evaluation of calls according to both content and technical parameters - using call center efficiency and quality assessment indicators. (see evaluation form);
• Recording of obtained results in the relevant form and submission to the manager
• In case of fixing a claim from the customer, investigation of the issue. Collection of information and detailed administration of the issue with the relevant department. Return of final feedback to the customer.

Basic requirements

• Knowledge of Excel;
• Conversational knowledge of English and Russian languages;

Personal qualities

• Communicativeness;
• Politeness;
• Sense of responsibility;
• Discipline;
• Ability to work in a team;

Remuneration: Fixed salary 1150 GEL.

Work schedule: 5 working days a week from 10 to 6 pm;

Workplace: Akhmasheneblis 12th km, Farsadanas st. N7;

To get detailed information about the vacancy and to send your resume, please visit the following link: https://midea.selfrecruit.ge/s/GswE