Customer Experience Analyst with Swedish and English

Описание

Description and Requirements
#FEEL GOOD WITH US!

TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.

Responsibilities:


· Monitor calls, emails and chats to make sure call center employees are in compliance with the established rules and regulations;

· Lead additional and refreshment training;

· Help the agents use the most effective and efficient means for handling communication with customers without sacrificing customer service;

· Provide coaching, feedback and assistance to call center representatives to make sure they understand new quality policies and procedures.


Requirements:

· Fluent Level of Swedish

· Excellent language abilities in English;

· At Least Six (6) months working experience in a call center, customer service, or quality control field with impeccable performance.

· Coaching experience is an advantage.

· Proficiency in MS Office, Windows and Internet applications;

· Excellent analytical, problem solving and communication skills;

· Well-developed interpersonal abilities, including communication, negotiation and team work


We offer:

· Stable job and career development opportunities

· Great office at a top location

· Attractive salary and additional incentives

· Special discounts & offers (Food vouchers, Multisport cards, etc.)

· Additional health insurance

· Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)

· Positive international working environment (Relax zones, PlayStation and billiard corners)

· Continuous support and learning

· Employee referral bonuses


If this opportunity sounds appealing to you, apply now! Send us your CV!

* Please note that only shortlisted candidates will be contacted.


Additional Job Description Position Summary The Customer Experience Analyst conducts transaction monitoring of CSR’s calls, e-mails or any back office work and performs root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

Required Language(s)
Swedish
Swedish
Swedish
Swedish

Изисквания към кандидата

Езикови познания:
Английски език, Шведски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София 1000, ул. "Алабин" 1,Телъс Тауър

Дата:

07.03.2019

Организация:

TELUS International Europe
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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