Job Title

Service Quality Executive - Expression of Interest

Job Description Summary

This role is responsible for analyzing and auditing our customer service performance standards, and providing training where necessary.

Job Description

About the Role:

Provide comprehensive training to Customer service representativesAnalyse/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the contact centre.Provide structured and timely recommendations; verbal and/or written feedback to Project Manager, contact centre leadership and operations.Develop and conduct targeted group coaching sessions for customer service representatives that address service quality deficiencies and/or improvement opportunities.Collaborate with contact centre leadership and operations to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

About You:

Diploma holder in any disciplinaryPrior experience in contact center environmentFamiliar with contact center performance standards, reports, and performance managementGood interpersonal and writing skills

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

Bonus for referring friendsCareer development and a promote from within cultureAn organisation committed to Diversity and Inclusion

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.

INCO: “Cushman & Wakefield”