Customer Service Quality Research Manager
Translated automatically from the original posting. Read the original in Georgian →
"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
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