QA Officer Customer Support

Описание вакансии

Growe welcomes those who are excited to:

• Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;
• Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls;
• Provide detailed and structural feedback on the VIP CS/AM Agents' performance;
• Be able to clearly express your point of view to those you evaluate;
• Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents;
• Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents;
• Inform the Management about the cases requiring urgent attention;
• Share your ideas/suggestions on improving the current processes of communication with VIP users;
• Perform the tasks that are sometimes repetitive, yet involve the elements of creativity.

We need your professional experience:

• 1+ years of experience in Customer Support/Account Management departments;
• English proficiency at an Upper-Intermediate level or higher;
• Experience with the customer communications tools (ideally, Intercom and Unitalk);
• Experience in Gambling/Betting and/or advanced level of sports knowledge - would be a plus.

We appreciate if you have those personal features:

• Thoroughness, attention to detail;
• Strong communication skills;
• Self-organization and proactiveness;
• Problem-solving skills.

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.