Jitka Buzás - Svobodová Email and Phone Number

- NSS-D/ Root cause analysis - Each such a survey must be analyzed and the corrective action must be taken. In connection to that daily meetings about NSSD results with supplier - VOC/NSS – analysis of VOC and NSS, execution of NSS improvement activities based on the VOC.- Conduct Quality evaluation on both voice and non-voice channels. In connection to that Calibrations with suppliers QA to set optimal expectations on results.- Daily escalation management – checking the escalated cases and push theirs resolution to be finished ASAP- Train L1 agents on local language recent processes, products, soft skills etc.- Knowledge management - Create and approved FAQs in internal Knowledgebase system- Working closely with Ecommerce, Marketing and Service teams on promoting for Hotline/website/local ASC activities- Helping the Ecommerce team to create T&C and FAQ for events in local language- Real close contact with Eshop team – ensuring the winners from Eshop events are contacted in time and vouchers with prizes are provided as per T&C.- Helping with product reviews and discussions on KA stores (creating templates, verifying information)- Have good knowledge of the UOM system for ecommerce and general ecommerce processes - Occasionally helping with English/Czech translations for company application.

*Improving the quality performance of the team, creating performance analysis and solving all tasks and issues sent by the partner. To ensure the process implementation defined by the client and manage the procedures according to company aims. *Improving the skills of the team in line with the partner’s needs and company objects*Closely work with the Supervisor help the quality performance of the team *Maintain an excellent business relationship with the partner* Coaches and helps new agents in preparation*Organizing and lecturing trainings in line with the training procedures*In case on request prepare analysis about the team performance and create quality analysis*Maintains the training material in accordance with the agreed format*Identifying process, improving and providing quantitative and qualitative feedback to client*Negotiate with customers and provide tailored solutions and guidance*In case of necessarity call handling and logging in dedicated systems*Achieve targets based on call handling quality and defined KPIs*Participate in projects and tasks those are requested by the Supervisor/Account Manager*Taking calls and working partly as a Customer Support Technician*Takes part in meetings organized by the partner (telephone conferences, trainings…etc), prepares for such occasion in advance. In case of absenteeism ensures the substitution and informs the partner and the Account Manager about the changes.

*Moderating of social media as is Facebook and Live Chat;*Processing and reporting of customers feedback;*Creating and maintaining actionable media analytical reports;*Handlink and answering technical e-mails, solving technical problems.*Providing information and answering queries about the products*Giving support to customers in technical related questions*Giving guidance and solving problems*Providing a positive experience for customers*Recording all customer interactions via the client's tools*Ensuring all support emails, posts and Chats are answered and resolved and logged appropriately*Prioritising work load and meet contractual deadlines

* Working with a scanner* Handling orders by documents* Compliance with safety regulations* Sorting pallets by type and quality* Transfer the finished shipment to the designated location* Sticking labels and completing shipments according to customer needs