Senior Customer Support Quality Analyst, Italian
Genpact
Go
Senior Customer Support Quality Analyst, Italian
Genpact
full-time
Posted on:
Origin: • 🇵🇹 Portugal
Visit company websiteJob Level
Senior
Tech Stack
Go
About the role
- Capable of ensuring policy/legal compliance and safety of content uploaded to the platform.
- Preferably familiar with the social media industry and content moderation practices.
- Flexible to policy changes, shifting schedules and dedicated to standard operating protocols.
- Respond to and resolve escalated customer inquiries in a timely and professional manner.
- Investigate complex customer issues and identify root causes.
- Work with other teams to develop and implement solutions to customer issues.
- Provide feedback to Tier 1 agents and other teams on how to improve customer service.
- Stay up to date on client’s products and services, as well as industry best practices.
- Escalate critical issues to the appropriate team.
Requirements
- Italian and English Level Upper Intermediate (B2) or Intermediate (B1)
- Education qualification: High School and above.
- Great understanding of social media products and services
- Excellent customer service skills, including the ability to communicate effectively and empathize with customers.
- Ability to work independently and as part of a team.
- Proficient in problem-solving and analysis
- Ability to prioritize and manage multiple tasks simultaneously.
- Excellent written and verbal communication skills
- Experience with customer relationship management (CRM) systems (preferred)
- Experience with troubleshooting technical issues (preferred)
- Experience with data analysis (preferred)
