Customer Service Agent

Responsibilities

• Evaluate employee performance through call, chat, email, and social media reviews to ensure quality and compliance.
• Assess based on QA criteria such as accuracy, tone, etiquette, and problem-solving.
• Record QA scores, comments, and identify causes of non-compliance.
• Categorize errors (e.g., Soft Skills, Process, Product Knowledge) and summarize trends in weekly/monthly reports.
• Provide feedback and coaching to improve performance.
• Compile QA score summaries by individual and team, highlighting trends and recommendations.
• Present key findings to management and join weekly online meetings with the Head Office (China).

Requirements

• Bachelors degree in any field.
• Good command of Chinese
• HSK Level 5-6 is preferred
• Candidate with good command of English is preferred.
• Experience in call center operations, preferably in banking or other related industries.
• Strong multitasking and problem-solving skills.
• Service-minded and passionate about customer service.
• Good understanding of telephone systems and customer service practices.