Growe

QA Officer, Customer Support

Growe

full-time

Posted on:

Location Type: Remote

Location: Poland

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Job Level

Junior

About the role

  • Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;
  • Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls;
  • Provide detailed and structural feedback on the VIP CS/AM Agents' performance;
  • Be able to clearly express your point of view to those you evaluate;
  • Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents;
  • Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents;
  • Inform the Management about the cases requiring urgent attention;
  • Share your ideas/suggestions on improving the current processes of communication with VIP users;
  • Perform the tasks that are sometimes repetitive, yet involve the elements of creativity.

Requirements

  • 1+ years of experience in Customer Support/Account Management departments;
  • English proficiency at an Upper-Intermediate level or higher;
  • Experience with the customer communications tools (ideally, Intercom and Unitalk);
  • Experience in Gambling/Betting and/or advanced level of sports knowledge - would be a plus.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportaccount managementperformance evaluationfeedback analysisprocess improvement
Soft Skills
meticulousnesscommunicationcreativitycooperationanalytical thinking