CONCENTRIX
- Quality Monitor - Social Media expert
2013 - 2014
- Quality monitor a team of 80 people (French & American markets) via Customer satisfaction surveys (Csats)
- Send quality reminders, set up mentoring scheme, help out new hires.
- Voice Of the Customer team member
- Escalate issues with the website, third parties, merchandise, internal systems (Back Office, Oracle, eGain, Metapack) and social platforms.
- Customer care in French via emails, calls and Social Media
- Help with Social Media training and Quality.
- Social media expert (Advices and training)
- Daily contact with carriers to solve customers issues (LaPoste, Colissimo, Chronopost, UPS, ColisPrivé, TnT, DPD, Hermes, Collect+, SEUR, DHL, Mondial Relay, Kiala, ...)
- Create the French telephony line (set up procedures, define tone of voice and record different automatic messages).
- Translate communications, templates and FAQs for the French templates.
- Ensure agents meet the team target, personal target and company target.
- Provide coaching to agents, follow up, give step targets if required.
- Provide support to agents around procedures, soft skills, hard skills.
- Provide Call Coaching, Email Coaching, Social Media coaching, Side by Side coaching, FAST coaching, GROW coaching, quantum coaching, etc.
- Daily use of Excel, Back Office, eGain, Oracle, Metapack and Social Media Platforms including Twitter and Facebook.
- Take care of escalated quality issues and escalate non-quality issues to relevant department.
- Plan, prioritise and organise.
