
Customer Service Operations Specialist
2 weeks ago
Job Description
We are seeking a highly skilled Customer Service Operations Specialist to join our team. In this role, you will be responsible for ensuring a premium customer service experience across all channels in Emerging Markets.
Your key responsibilities will include managing BPO/vendor operations, monitoring KPIs such as NPS, AHT, case backlogs, service levels, and quality standards. You will also lead business reviews with vendors and optimize processes to drive efficiency and effectiveness.
In addition, you will manage budget planning and cost efficiency, drive continuous improvement initiatives, and support people management by guiding vendor team structures and workload efficiency.
Required Skills and Qualifications
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
- Expert knowledge in Consumer Service operations
- Strong project management & reporting experience
- Bachelor's degree in Business, Communication, or related field (or equivalent experience)
Benefits
- Foster a culture of excellence in customer service
- Drive process improvements to increase efficiency and effectiveness
- Collaborate with vendors to achieve shared goals
Others
- A strong understanding of consumer behavior and market trends
- The ability to analyze complex data sets and make informed decisions
- An entrepreneurial mindset with a focus on innovation and growth
Key Performance Indicators
- NPS: Net Promoter Score measuring consumer satisfaction and loyalty
- AHT: Average Handling Time measuring case handling efficiency
- Service Levels: Good to have knowledge of CSAT, FCR, and Service Levels
Tools and Systems
- Hands-on experience with CRM platforms: Salesforce (preferred), Zendesk, Oracle, or similar CRMs
- Familiarity with reporting tools like Profit, Leonardo, Gendex
- High proficiency in Excel & reporting dashboards
Soft Skills
- 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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