1. Main Objectives of this position:
· Monitoring and auditing CSS transactions for all customer service functions
· Provide feedback to users/supervisors basis the audit observation (transactional).
· Training needs to be identified.
· Make recommendations for improving quality services and process enhancements
· Conduct periodical calibration sessions with businesses to plug process/knowledge gaps.
· Implement and monitor scripts to assess functionality, reliability, performance, and quality of service.
· Collaborate with the training team for refreshers.
· Using Quality Dashboard to compile and track performance at the individual level and share feedback (performance trajectories).
· Reports and Dashboards
Qualifications and Technical Job Requirements
Industry Knowledge
· 3-5 years of CSS experience in the Customer Service dept (transportation Industry)
· Good knowledge of tools such as FIS/ Salesforce and any other 3rd party systems needed
· Degree/ Education in Finance/Economics/Mathematics/Statistics.
· Knowledge of excel and experience with Data analysis.
· Excellent stakeholder management skills.
· Understanding nuances of all areas – MIN, MAG, MSA wrt to CSS transactions
Communication/Organization Skills
· Attention to detail.
· Good Coaching and communication skills
· Expert problem resolution, Time management, and Planning skills.
· Excellent command of written and spoken English, and analytical work approach. Self-motivated and organized.
Values/Behaviors
- Leadership skills
- Positive attitude
- Proactive
- Energetic and good team spirit
- Enthusiasm
- Commitment to task
- Multitasking
