
Senior Customer Service Specialist
7 days ago
Job Title: Senior Customer Service Specialist
",This role is a critical part of ensuring that customer service experience is premium across all channels in Emerging Markets.
",The Customer Service Specialist will be responsible for managing vendor operations, driving performance, and supporting efficiency, quality, and membership-first initiatives.
",- ",
- Ensure a premium CS experience across all channels in Emerging Markets",
- Manage 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",
The ideal candidate will have:
",- ",
- 3+ years of experience in Customer Service (BPO / Contact Center Operations)",
- Proven track record in vendor management and operational excellence",
- Exposure to Retail, eCommerce, or Digital consumer service environments",
- Experience managing multi-country or complex CS processes",
Familiarity with CRM platforms such as Salesforce, Zendesk, Oracle, and reporting tools like Profit, Leonardo, Gendex. Strong grasp of process optimization & continuous improvement, excellent stakeholder & vendor management skills, ability to adapt quickly in a dynamic environment, strong communication skills in English (verbal & written).
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