CC Senior agent: Replying to customer in timely manner, helping resolving several types of issues (tracking, delivery, order issue), adapting tones on message depending on type of customers/clients (luxury, gamers, professionals) -
Trainer: Creation of all training materials, quizzes, and exercises. In charge of training sessions, organization of trainings, keeping all information and steps done on training progress documents.
Monthly quality reviews on CC team tickets, reporting to manager.
PoC for clients: Person in charge/Point of contact for several retailers on Customer Care topics. Working internally with all teams weekly (attending weekly/monthly meetings, giving improvement ideas and advice, reporting issues and monthly reports).
Person in charge of daily use documents (updating processes, contacts...)
