English & Vietnamese Bilingual Customer Service Evaluator

Garden City, NY
Full-time


ROLE PROFILE

Job Title

Bilingual Customer Service Evaluator

Department

Orchard Project

Location

Garden City, NY

Role reports to

Production Team Leader

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

  • Analyze content of interaction between Customers and Client Contact Centers by evaluating the content of telephone calls and written communication in the required language
  • Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
  • Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems
  • Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements
  • On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s)
  • Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable thorough understanding of client technology
  • Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
  • Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality
  • Support the Production Team Leader by carrying out any additional activities/duties identified as necessary for the role

Measures of Success

  • Training completed to required level of competence
  • Achieve and maintain calibration targets set by the client
  • Achieve and maintain required levels of productivity
  • Adopt flexible approach and responds positively to change requests
  • Maintain a positive rapport with team members and line manager
  • Responsibility taken for own self development and improvement
  • Positive feedback received from line manager about performance and behavior
  • Risks and issues identified and escalated to your direct report at the earliest opportunity
  • Maintains required level of concentration and focuses efforts on business outputs
  • Maintains required level of attendance
  • Demonstrates identified Winning Behaviors

Skills & Experience

Essential

  • Fluent in Vietnamese and English
  • Must have lived and worked in Vietnam for a minimum of 1 year
  • Experience operating in a challenging organizational environment with a requirement to balance differing priorities and demands
  • Highly effective communication skills
  • Interest in technology and ability to understand and resolve technical issues
  • Ability to work to tight targets and deadlines
  • Flexible approach to change, with a positive attitude to fluctuating workload
  • Experience of being measured against performance criteria with the ability to take feedback for improvement
  • Knowledge of and ability to utilize efficiently Microsoft type products such as Word and Excel along with e-mail and internet related tools
  • Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

  • Customer service experience
  • Some College level education preferred

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