Quality Control Specialist for Customer Care

Overview:

The Quality Control / Customer Care Specialist gather customers’ reviews and respond to their feedback in a positive manner. This person is responsible to support in the emotional needs of the customers through active listening, empathy and emotional support.

Essential Role:

• Interact with customers to address their concerns, gather and record it to ensure needs are met.

• Understanding customer’s needs by determining a course of action to resolve the problem.

• Provide respectful, clear and professional answers to customer’s queries, complaints and concerns.

Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Responsible for investigating cause and effect analysis on escalations brought by customers.

• Efficiently gather information regarding the concern and report it to concern department.

• Actively listen and allow customers to air the concern in a professional and kindest manner.

• Offer solutions to customers, making sure that they are happy with the services

• Explain and reach out to customers about specific area of concern.

• Write down feedbacks and provide recommendations to the management to improve Customer Satisfaction.

• Main goal is to ensure that customers are satisfied with the services of the company.

• If bad reviews are given, Customer Service Specialist report it to management, discuss and provide alternative to improve the process.

Minimum Qualifications (Knowledge, Skills and Abilities)

• Highly professional and problem solver

• Prior experience with the general public (customers) a plus

• Shows empathy and patience to customers

• Excellent oral/written communication skills

• Excellent customer relationship skills

• Ability to multi-task

• Ability to work in a team environment and take direction from management and supervisors

• Ability to write routine reports and correspondence

• Ability to work in a team environment in high-pressure situations

• Strong written and oral communication skills are essential

• Strong knowledge of the roadways throughout the immediate area

Reporting Line

• Customer Care Specialist reports directly to Team Leader

Compensation

• Commensurate to qualifications, experience and background