Customer Support Performance Analyst - Remote

Overview

The Customer Support Performance Analyst will analyze communications from VIP Customer Support Agents and Account Managers, providing feedback and collaborating on performance improvement plans.

In Short

• Analyze Chats/Emails/Calls processed by VIP Customer Support Agents and Account Managers.
• Identify mistakes and areas for improvement in communications.
• Provide detailed feedback on performance.
• Express evaluations clearly to those assessed.
• Collaborate with trainers to create performance improvement plans.
• Work with teams to ensure adherence to processes.
• Inform management of urgent cases.
• Suggest improvements for communication processes.
• Perform repetitive tasks with elements of creativity.

Requirements

• Advanced level of English.
• At least 2 years of experience in Customer Support/Account Management.
• Experience with customer communication tools (ideally, Intercom and Unitalk).
• Experience in Gambling/Betting and/or advanced sports knowledge.
• Experience collaborating with multinational teams.

Benefits

• Thoroughness and attention to detail.
• Strong communication skills.
• Analytical skills.
• Problem-solving skills.
• Self-organization and proactiveness.