Posted:2 weeks ago|
Platform:
On-site
Full Time
Key Responsibilities:
Call Center Supervision and Training
Monitor day-to-day operations of call center agents handling consumer and customer complaints
Train new and existing agents on standard operating procedures (SOPs), complaint categories, and platform usage
Conduct periodic refreshers and quality audits to ensure compliance with expected standards
Complaint Logging Quality
Ensure every complaint logged in the system has all the necessary fields and supporting information for timely closure
Review complaint entries and coordinate with field teams for any missing inputs
Identify patterns in ticket errors or gaps and address them through targeted training
Ticket Monitoring & Feedback Loop
Monitor ticket queues to ensure first responses are sent to consumers & customers within defined SLAs
Escalate any delays or process deviations to the CX PMO or relevant team
Support in collecting and collating consumer feedback on the complaint experience
Key Skills & Competencies:
Strong interpersonal and team supervision skills
Attention to detail, especially in process compliance and data quality
Ability to train and motivate frontline staff
Proficient in Excel/Google Sheets; familiarity with ticketing platforms (e.g., Freshdesk, Salesforce) is a plus
Good written and verbal communication in English; regional languages preferred for better agent interaction
United Breweries Ltd.
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