
Senior Customer Service Specialist
2 days ago
Key Job Responsibilities
">Ensure a Premium Customer Service Experience Across Emerging Markets
">As a Sr. Specialist - Customer Service Operations, you will be responsible for managing BPO/vendor operations to drive targets, align processes, and act as the first escalation point.
">Key Performance Indicators (KPIs) include NPS, AHT, case backlogs, service levels, and quality standards.
">Other responsibilities include leading business reviews with vendors, optimizing processes, implementing rollouts/new functionalities across regions, managing budget planning & cost efficiency, driving continuous improvement initiatives, and supporting people management by guiding vendor team structures & workload efficiency.
">Required Skills and Qualifications
">You will need a Bachelor's degree in Business, Communication, or related field (or equivalent experience), with 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
">Expert knowledge in Consumer Service operations is essential, along with strong project management & reporting experience.
">Benefits
">This role offers opportunities for growth and development, with a focus on delivering excellent customer service and driving business results.
">Others
">Work collaboratively with stakeholders to achieve common goals and objectives.
"] ,-
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