Call Audit agent – German Speaker
National Pen
- Tunis
- CDI
- Temps-plein
- Perform daily checks on calls to ensure the highest level of interaction is captured and performed by all teams. Provide feedback to supervisors on any issues.
- Have the ability to identify, discuss and resolve issues
- Possess exceptional listening skills for calls calibration and identifying their specific details
- Provide actionable data to various support groups as needed
- Work closely with management
- Be able to communicate effectively and give relevant feedback as required across all levels of the organization
- Support process and quality improvements in the Contact Centre
- Identify opportunities and issues, then determine when escalation is necessary
- Investigate and respond to all calls quality issues
- Interpret Care report data
- investigate customer complaints and non-conformance issues
- Prepare and submit reports to the Care management team
- Prepare and submit reports to supervisors and managers
- Perform verification and assess compliance with policies and calls quality parameters
- Have the ability to maintain professionalism under pressure and neutralism
- An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills
- Customer Care experience is required
- Have eagerness to learn new things
- Open-minded and capable to adapt to all company's directions and processes.
- Self-motivated and goal oriented
- The desire to be successful exceed targets and integrate into a team-based organization
- Advanced MS office ( Excel / Power Point /Word )
- Excellent communication skills
- Be a good team player
- Strong stakeholder management experience
- Knowledge of one additional European Language: French, English, Dutch, Spanish, Italian,
- Fluent in German