- Performing quality audits on external subcontractors as well as internal service agents- Coaching an internal CS team based on QA measurements and internal routines- Working closely with external subcontractors to ensure that they are able to meet our quality goals and compliance targets - Analyzing quality and operational data (e.g. DSAT, CSAT, re-iteration rate, AHT) to identify trends and improvement opportunities- Assuring Excellent Customer Service

Providing second-line support to customers by:- Managing tickets incoming via portal/e-mail,- Troubleshooting problems,- Advising on taking appropriate actions to avoid problems in the future,- Fufilling service requests,- Following standard Service Desk procedures- Managing basic technical issues- Handling applications under SOX control- Preparing and creating interactive courses for workers within organization

- Dealing with customer queries through a variety of channels (phone, email, webchat)- Raising, administrating and resolving cases raised in order to investigate employees' queries- Taking over interactions with challenging customers on a daily basis- Contacting relevant third parties and liaise with the clients directly to ensure the highest level of customer service is provided- Resolving complex queries including direct contact with the client, third parties and customer… Show more - Dealing with customer queries through a variety of channels (phone, email, webchat)- Raising, administrating and resolving cases raised in order to investigate employees' queries- Taking over interactions with challenging customers on a daily basis- Contacting relevant third parties and liaise with the clients directly to ensure the highest level of customer service is provided- Resolving complex queries including direct contact with the client, third parties and customer service representatives- Supporting less experienced colleagues - Leading the trainings, both for new-hires, as well as to introduce colleagues to their new responsibilities Show less