This is a fully remote position, open to applicants in Vietnam.

📋 Description

• Conduct daily reviews of customer interactions across the application and social media platforms, including both written conversations and recorded exchanges.

• Assess whether agents accurately comprehend customer issues.

• Confirm that agents are delivering appropriate solutions.

• Evaluate if responses reflect a friendly, caring, and authentic Lovepop style.

• Ensure adherence to Lovepop rules and procedures.

• Identify errors and provide guidance on necessary improvements.

• Detect recurring issues related to agents or existing processes.

• Propose enhancements to responses, FAQs, instructions, and workflows.

• Review interactions post-feedback to verify that repeated mistakes have diminished.

• Compile a brief weekly report highlighting significant errors, recurring customer issues, improvement strategies, and progress from previous weeks.

⛳️ Requirements

• Exceptional proficiency in English, especially in reading, listening, and written communication.

• Strong operational and execution abilities, capable of identifying issues, following through on actions, and ensuring that improvements are realized.

• Previous experience in Customer Service or Quality Assurance is advantageous.

• Detail-oriented and meticulous.

• Skilled at identifying problems and understanding their root causes.

• Comfortable providing clear and constructive feedback.

• Strong customer service orientation and genuine concern for assisting customers.

• Ability to empathize with situations from the customer's perspective.