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GRAB COMPANY LIMITED

CSAT Analyst

GRAB COMPANY LIMITED
Updated: 20/10/2018

Employment Information

Benefits

  • Laptop
  • Insurance
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Annual Leave

Job Description

Get to know the Role:

Analyses contact centre CSAT and DISSAT, scrubbing DISSAT for actionable items related to agent improvement and work towards reduction of DISSAT score.


The day-to-day activities:

- Set up process for DISSAT analysis – detailed collection, aggregation, reporting and analysis of specific customer transactions that was identified as Dissatisfaction by customers through the Grabber Rating survey

- Proposal for monthly action items to improve dissatisfaction score

- Work cross functionally with Operations team to roll out campaigns to reduce dissatisfaction on identified areas

- Work closely with QA analysts to work on coaching agents for improvement leading to reduction of Dissatisfaction score

- Monthly report on progress

- May require periodical call out to customers to understand reason for Dissatisfaction

- Work cross functionally with Operations team, Quality and training team to roll out initiatives to improve dissatisfaction score

Job Requirement

  • Degree/diploma holder
  • At least 2-3years experience in Quality Management in Contact Centre environment is preferred
  • Knowledge of CSAT methodologies, NPS is advantageous
  • Advance knowledge in MS Office especially MS excel
  • Capacity to understand the business need
  • Strong team player
  • Innovation
  • Customer focused
  • Performance driven
  • Strong planning skills
  • Meticulous
  • Good problem solving and decision-making skills
  • Related experience in Call Centre specifically in Quality Analysis and Reporting

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

GRAB COMPANY LIMITED

http://www.grab.comCompany size: 500-1000
Grab is Southeast Asia's Online to Offline (O2O) mobile platform. Grab is the region's everyday super app that provides services that matter the most to...Detail

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