Performs call, email, and chat monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of consumer care email responses.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates calibration sessions for contact center staff.
Provides feedback to contact center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
The Must-Haves: 2-3 years Contact Center Experience.
Bachelor Degree.
Excellent verbal, written and interpersonal communication skills in both Thai and English;.
Outstanding customer service skills and dedication to providing exceptional customer care;.
Must be self-motivator and self-starter;.
Focus on quality and customer service;.
Exceptional listening and analytical skills;.
Solid time management skills;.
Must be able to effectively deal with people at all levels inside and outside of the Company;.
Creative ability & writing proficiency;.
Ability to multitask and successfully operate in a fast-paced, team environment;.
Must adapt well to change and successfully set and adjust priorities as needed;.
Must be proficient with Microsoft Office (intermediate Word, basic Excel);.
Our Commitment: We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique. About Grab Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries Join us today to drive Southeast Asia forward, together.