Helpdesk Interaction Specialist

We are seeking individuals to evaluate customer service interactions by contacting support representatives via phone, email, or chat and providing detailed feedback on responsiveness and helpfulness. As a Customer Service Interaction Specialist, you will play a critical role in assessing the quality of customer support provided by various companies and assisting them in improving their service delivery.

Job Requirements:

1. Communication Skills: Excellent verbal and written communication skills to effectively communicate with customer service representatives and articulate observations and feedback.
2. Problem-Solving Abilities: Strong analytical and problem-solving skills to assess the effectiveness of customer support interactions and identify areas for improvement.
3. Attention to Detail: Ability to pay attention to details during interactions with customer service representatives and accurately document observations.
4. Empathy and Patience: Empathetic and patient demeanor when dealing with customer service representatives, even in challenging or frustrating situations.
5. Tech-Savviness: Comfortable using various communication channels, including phone, email, and chat, to contact customer support representatives.
6. Reliability: Dependability to complete assigned customer service interactions within specified timeframes and adhere to reporting deadlines.
7. Objectivity: Capability to provide unbiased assessments and avoid personal biases while evaluating customer service interactions.
8. Professionalism: Professional demeanor when interacting with customer service representatives and adherence to company policies and guidelines.
9. Confidentiality: Commitment to maintaining the confidentiality of evaluation assignments and proprietary information.
10. Availability: Ability to work flexible hours, including evenings and weekends, to accommodate customer service interaction tasks.

Preferred Qualifications:

• Previous experience in customer service, call center operations, or quality assurance is a plus but not required.
• Familiarity with CRM (Customer Relationship Management) systems or ticketing platforms.