
Delivering Exceptional Customer Experiences
1 day ago
This role is responsible for ensuring a premium customer service experience across various channels. As a Senior Specialist in Customer Service Operations, you will drive targets, align processes, and act as the first escalation point.
Key Responsibilities:- Manage business process outsourcing/vendor operations: drive targets, align processes, and act as first escalation point.
- Monitor key performance indicators (KPIs): NPS, average handling time (AHT), case backlogs, service levels, and quality standards.
- Lead regular business reviews with vendors to ensure alignment and progress.
- Optimize business processes and implement new functionalities across regions.
- A bachelor's degree in business, communication, or a related field, or equivalent experience.
- At least 3 years of experience in contact vendor management within retail, digital, or e-commerce.
- Expert knowledge in consumer service operations.
- Strong project management and reporting skills.
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