日本と海外をつなぐクラウドソーシング

Sitel

Customer Service Representative

2007/10～ 2009/12

Main responsibility is to answer phones to respond to general customer inquiries, invoice questions, and customer complaints. It is also important to provide customer with accurate information about the product, research and resolve their issues using the computer system. We should also project a professional company image through phone interaction.

Sitel

Quality Coach/Analyst

2009/12～ 2013/06

Quality Coach (QC) works in a continuous process of evaluating calls and providing feedback enhancing the quality of the calls. Its main purpose is to identify the calls failing to meet predefined standards and get the root cause of why. QC can make informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact.

Sitel

Coach/Team Lead

2013/07～ 2016/01

To direct and supervise customer service representatives by motivating and coaching them to ensure excellent customer service is provided to our customers. Provides updates and recommendations to the call center management team regarding current issues and identify potential areas of improvement within the customer service experience. Role model and demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety of others.