
Premium Customer Experience Expert
5 days ago
We are seeking a skilled Customer Service Operations Specialist to ensure a premium customer experience across all channels in Emerging Markets.
This is a dynamic role that involves managing BPO/vendor operations, driving targets, aligning processes, and acting as the first escalation point. The successful candidate will be responsible for monitoring key performance indicators (KPIs), such as NPS, AHT, case backlogs, service levels, and quality standards.
The ideal candidate will have a strong understanding of consumer service operations, with a proven track record in vendor management and operational excellence. They should also have hands-on experience with CRM platforms, including Salesforce, Zendesk, Oracle, or similar CRMs. Additionally, they should possess high proficiency in Excel and reporting dashboards.
We are looking for a results-driven individual with strong problem-solving and risk management abilities. The successful candidate should be able to adapt quickly in a dynamic environment and have excellent stakeholder and vendor management skills.
Responsibilities:
- Ensure a premium CS 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
- 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
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