Senior Customer Service (Korean Language)

Project Industry: Food Delivery app

DUTIES AND RESPONSIBILITIES

• Training knowledge base, support agents real time at floor ensure smooth running of day to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.

• Manage key insights, follow up team's performance/KPIs

• Responsible for team mentoring.

• Keep track of schedule adherence. Providing real-time Floor Support to agents taking calls

• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge

• Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.

• Taking regular sessions briefing mentees on critical issues affecting the process as and when directed.

• Sharing quality audits coaching associates with appropriate measures to correct Quality Process hygiene.

• >1 years experience in any relevant role. Recommendation in Customer Services

• No requirements in background!!

• Korean Language (TOPIK 5/6 Certification)