Korean Customer Support Supervisor

Location
Malta
Salary
UP TO €38,000
Contact
Fabio De Martino
Job Ref
1316081
  • English and Korean communications skills
  • A good understanding of the Gaming Industry
  • Responsible for delivering instruction and ongoing training
Our client is seeking for a Korean Customer Support Supervisor who can bring these qualities and join their growing team!
 
RESPONSIBILITIES:
  • Responsible for delivering instruction and ongoing training, including product, system, and skills training.
  • Liaise with Customer Support Manager regarding the training requirements of staff, offering expert advice, accessing training requirements, and organizing appropriate training.
  • Liaise with support groups for shared ideas and processes regarding quality customer service, product innovations, and promotions.
  • Assisting customer representatives with duties where required.
  • Ensure the representatives are informed about changes to products, promotions, and services.
  • Conduct in-house training programs and produce learning materials for staff to improve their skills and competencies in their work.
  • Maintain and track the training and development database for each individual staff.
  • Maintain and track email/call/chat monitoring database of each individual staff.
  • Perform and score accurately for all customer support representatives on a monthly basis as per guideline requirements and to provide feedback sessions.
  • Collate email/call/chat monitoring results, analyze and recommend opportunities to Head of CS or continuous improvement, on a monthly basis.
  • Provide customer service representatives feedback during chat/call quality monitoring and brainstorming session to further improvement.
  • Convey issues pertaining to quality, concern, and positive reinforcement to the Head of Customer Support.
  • Any task assigned by Superior
REQUIREMENT:
  • Applicants must possess at least a Bachelor's/College Degree, any field
  • Excellent English and Korean communications skills, both verbal and written
  • Customer service experience is preferred
  • Proficient in MS Office
  • Flexible in shifting schedule
  • Ability to work under pressure and maintain a positive frame of mind
  • Ability to prioritize, multi-task and delegate duties
  • Supportive of company goals and objectives, deliver departmental/team results and key objectives.
  • Well-developed arbitration skills with the ability to remain impartial.
  • A good understanding of the Gaming Industry
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Fabio De Martino
Consultant
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