
Premium Customer Experience Manager
1 week ago
The role of a Customer Service Specialist is to ensure that customers have an exceptional experience when interacting with our business.
This involves managing BPO/vendor operations, driving key performance indicators (KPIs) such as Net Promoter Score (NPS), Average Handling Time (AHT), and case backlogs, and leading business reviews with vendors.
Key Responsibilities:
- Manage customer service operations across all channels in Emerging Markets
- Drive targets, align processes, and act as the first escalation point for vendor operations
- Monitor KPIs and quality standards
- Lead business reviews with vendors
- Optimize processes and implement rollouts/new functionalities across regions
- Support people management by guiding vendor team structures & workload efficiency
Requirements:
- 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:
- Results-driven 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)
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