Customer Service Quality Audit Associate

Customer Service Quality Audit Associate

The shipper is on a mission to invent a new standard for online shipping in Indonesia. We have assembled the largest asset-light delivery network to make shipping simple, reliable, and cost-competitive. With over 17,000 islands, 2,500 logistics providers, and a fast-growing e-commerce market, Indonesia is one of the most challenging markets to build a great online shipping experience and we are primed to be a part of the solution. We are privileged to have some of the best global investors including Lightspeed, Y Combinator, Sequoia Capital India, DST Global Partners and others. We are looking for passionate and outstanding individuals to join our team.

What will you do?

• Conduct quality audits on customer service interactions to assess adherence to established standards and policies.
• Analyze data related to customer interactions and service performance, identifying areas for improvement and implementing corrective actions.
• Understand customer expectations and evaluate service delivery from the customer's perspective.
• Provide guidance and support to customer service teams, addressing issues identified during audits and promoting a culture of continuous improvement.
• Monitoring and reporting on key performance indicators (KPIs) to track operational performance and drive continuous improvement.
• Ensuring compliance with information security policies and data protection regulations.

What are the requirements?

• Bachelor degree in any fields.
• Having experience as customer service quality auditor will be prioritized.
• Having good knowledge in customer service software and tools such as CRM, Google Analytics, Jira, etc.
• Having good skills in communication, analytical, attention to detail, time management, and continuous improvement mindset.