
Senior Customer Service Expert
24 hours ago
Unlock a World of Customer Service Excellence
Job Summary:
As a Sr. Specialist - Customer Service Operations, you will be responsible for delivering exceptional customer service experiences across all channels in Emerging Markets.
- Key Responsibilities:
- Ensure a premium customer service experience across all channels in Emerging Markets
- Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
- Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
- Lead business reviews with vendors (monthly/quarterly/annual)
- Optimize processes and implement rollouts/new functionalities across regions
- Drive continuous improvement initiatives and hold vendors accountable
- Support people management by guiding vendor team structures & workload efficiency
Requirements:
To succeed in this role, you should have:
- Bachelor's degree in Business, Communication, or related field (or equivalent experience)
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
- Expert knowledge in Consumer Service operations
- Strong project management & reporting experience
Benefits:
- Opportunity to work with a leading brand
- Chance to develop your skills and expertise
- Collaborative and dynamic work environment
What We're Looking For:
- Results-driven individual with strong problem-solving & risk management abilities
- Excellent stakeholder & vendor management skills
- Ability to adapt quickly in a dynamic environment
- Strong communication skills in English (verbal & written)
Skills and Qualifications:
- Strong knowledge of customer service KPIs such as NPS, AHT, CSAT, FCR, and Service Levels
- Ability to analyze performance metrics and drive improvements
- Hands-on experience with CRM platforms (Salesforce preferred) and reporting tools like Profit, Leonardo, Gendex
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