Senior Customer Service Operations Professional
1 day ago
**Job Title:** Senior Customer Service Operations Specialist
**About the Role:
We are seeking an experienced Senior Customer Service Operations Specialist to lead our customer service operations in Emerging Markets. As a key member of our team, you will be responsible for ensuring a premium customer service experience across all channels.
**Key Responsibilities:
- Ensure a high-quality customer service experience across all channels in Emerging Markets
- Manage vendor operations: drive targets, align processes, and act as first escalation point
- Monitor performance metrics: 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
- Support people management by guiding vendor team structures & workload efficiency
**Required Skills and Qualifications:
- 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 dynamic team
- Chance to grow your career in a fast-paced industry
- Competitive salary and benefits package
**Others:
- Strong communication skills in English (verbal & written)
- Ability to adapt quickly in a dynamic environment
- Results-driven with strong problem-solving & risk management abilities
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