客户研究代理
Customer Research Agent
我们的客户Call Power是一家国际在线游戏公司，提供体育博彩和赌场服务，在拉丁美洲有重要市场。战略重点是通过先进技术与本地化服务，为不同拉丁美洲玩家提供高质量、个性化的游戏体验。开发并推出自有赌场游戏，同时运营自有CRM、客服及后台平台。
适合以下目标的人选：
- 监控客户服务聊天和邮件，确保符合所有标准政策和流程；
- 根据质量保证团队的标准进行文档记录并提供反馈；
- 与支持团队合作，建立最佳实践并设定可衡量的绩效目标；
- 制作并呈现关于关键客户服务质量指标的定期报告；
- 编制详细的代理人员表现、客户反馈和整体质量趋势报告；
- 对每次观察到的对话确定改进领域，并提供详细说明和进一步行动计划；
- 熟悉产品，包括客户服务联络中心的性能和功能需求；
- 识别并参与监控流程的设计与改进；
- 与其他客户服务专业人员合作，提升整体客户服务品质。
您需要具备以下经验：
- 英语口语和书面表达能力高级或中高级；
- 西班牙语流利；
- 有客户服务或支持经验，至少1年在质量保证或专业岗位的经验；
- 强大的数据分析能力，能够识别趋势并生成可操作的见解以提高支持质量；
- 使用Excel、Google Sheets、PowerPoint或专业报告软件创建报告、仪表板和演示文稿的经验。
如果您具备以下个人特质，将是完美的人选：
- 自我驱动，能够在全球团队中独立学习和工作；
- 在需要保密的情况下，能够以谨慎和专业的方式沟通；
- 主动积极；
- 出色的口头和书面沟通能力，能够有效传达反馈、撰写报告并与团队成员沟通。
我们的客户为支持您的职业和个人成长提供具有竞争力的福利，包括：
- 健康与福利关注；
- 全球医疗保障；
- 成长机会；
- 福利计划
查看英文原文
Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players. Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms.
Perfect for those who aim to:
- Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures;
- Document and offer feedback according to the given standards of QA team;
- Collaborate with the support team to establish best practices and set measurable performance goals;
- Create, compile, and present regular reports on key customer support quality metrics;
- Develop detailed reports on agent performance, customer feedback, and overall quality trends;
- Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan;
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;
- Identify and participate in the design and improvements of the monitoring process;
- Collaborate with other Customer Support professionals to improve overall customer service.
- Experience you’ll need to bring:
- Advanced or Upper-intermediate English verbal and written proficiency;
- Fluent in Spanish;
- Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
- Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
- Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.
It's a perfect match if you have those personal features:
- Self-motivated, able to learn and work independently in global teams;
- Ability to communicate with discretion and professionalism when confidentiality is needed;
- Proactivity;
- Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members.
Our clients offer competitive benefits to support your professional and personal growth, including:
- Health & Wellness Focus;
- Global Medical Coverage;
- Growth Opportunities;
- Benefits Programs (compensation for the gym/stomatology/psychological service
- Performance-Driven Rewards;
- Dynamic Work Environment.
Apply, and let your growth journey begin.
Originally posted on Himalayas