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15 hours ago
Customer Service Operations Specialist Job Description:
Role SummaryThis role is responsible for ensuring a premium customer service experience across multiple channels. The ideal candidate will have expertise in consumer service operations and excellent project management skills.
Key Responsibilities- Manage vendor operations, including driving targets, aligning processes, and serving as the first escalation point.
- Monitor key performance indicators (KPIs), such as NPS, AHT, case backlogs, service levels, and quality standards.
- Lead regular business reviews with vendors to ensure alignment and drive improvement.
- Optimize processes and implement rollouts or new functionalities across regions.
- A bachelor's degree in a relevant field, such as business or communication.
- At least three years of experience in contact vendor management within retail, digital, or e-commerce.
- Expert knowledge in consumer service operations and strong project management skills.
A competitive compensation package and opportunities for professional growth and development.
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