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SERVICE QUALITY SPECIALIST

Job from Axess in Customer Service / Marketing / Sales - 30 Nov 2021

Outline of job role and purpose
JOB OBJECTIVE

As a front-liner with formal training in Quality, to ensure that service standards set by Axess Management are respected and that customer expectations are met.

RESPONSIBILITIES AND DUTIES


During the onboarding period (ending mid-2022), the Service Quality Specialist will focus on Service Recovery, handling customer complaints directly. This will provide an understanding of our customer’s expectations and operational challenges. After the onboarding period he/she will focus primarily on Quality Assurance; Service Recovery will become a secondary duty, as and when required.

Responsibilities include:
▪ Assisting the Customer Relations Manager in Service Recovery activities.
▪ Applying Quality Management tools for root-cause analyses and developing Corrective Action Plans.
▪ Studying existing policies and procedures to evaluate effectiveness in meeting customer expectations; recommend and help implement updates if necessary; test these standards for effectiveness across all service lines prior to deployment.
▪ Documenting service QA activities, including internal reporting and audits ▪ Identifying and flagging frontliners’ training needs wherever service quality is affected.

QUALIFICATIONS & EXPERIENCE

At least a certificate or equivalent in management or a business-related field.
Experience with/or Certification in quality management, such as Lean, Six Sigma, ISO 9001.
Knowledge of quality assurance terminology, methods, and tools
At least 3 years of customer-facing experience in a service industry.
Fluent in French, English and creole
Proficient with all common computer applications.
Knowledge of a customer relations/support tools (CRM) will be an advantage but not a prerequisite.
Experience in the automotive industry will be an advantage but not a prerequisite.
Holder of a valid driving private car license

SKILLS

Customer-oriented
Communication skills
Analytical & Problem-solving skills
Teamwork & Collaboration
Integrity