Telecom Customer Service Monitor

Description

Monitor incoming and outgoing telephone calls handled by telemarketing agents to analyze and evaluate service quality, and report findings to the Distributor's management; Monitor minimum required customer satisfaction levels through analysis of feedback forms and call monitoring, aiming to establish a standardized service format; Contribute to service quality improvement focused on Fujioka Distributor's objectives, thereby enhancing customer service and supporting increased sales performance; Negotiate with dissatisfied customers and assist in resolving problems and conflicts arising from service interactions, aiming to reduce dissatisfaction and implement actions to optimize processes; Prepare electronic spreadsheet reports on service quality, operational efficiency, call metrics, customer satisfaction scores, and time spent per interaction, to assess and verify each telemarketing agent's performance; Provide impartial feedback to telemarketing agents to support their development and improve both service quality and Fujioka Distributor's sales performance; Propose improvements to the customer service department based on reporting and evaluation of service processes, aiming to encourage and implement new service methods that reduce customer dissatisfaction; Present monthly performance indicators in meetings involving quality assurance and/or supervision team members, to support the Distributor's sales results and evaluate telemarketing agents' performance; Participate in meetings with managers, supervisors, and other function-related activities, to contribute to and obtain information regarding the Distributor Channel's planning and strategies. Perform other related duties as assigned by the immediate supervisor; Compensation: R$1\.800,00 \- R$2\.000,00 per month Benefits: * Medical insurance * Dental insurance * Meal allowance * Transportation allowance Work location: On-site