Responsibilites
- Coordinate and maintain the quality and productivity of the Customer Services and Operations function.
- Provide support to the outsourced Contact Center.
- Oversee the daily operations of the Customer Operations team, offering support in governance to ensure compliance and the achievement of performance KPIs.
- Engage extensively with both internal and external stakeholders to synchronize business goals, as well as develop and implement strategic requirements and initiatives that support the business strategy and needs.
- Address and resolve escalations, complaints, and complex customer issues swiftly and effectively with minimal supervision.
- Analyze Customer Service data regarding issues or requests to evaluate, offer feedback, and suggest improvements to internal stakeholders.
- Carry out any additional duties as assigned.
Requirements
- Bachelor’s degree with at least 5 years of relevant experience in customer service related field.
- Strong verbal, written and interpersonal communication skills are required.
- Good understanding of Customer services and experience metrics and operations.
- Good knowledge in customer service best practices.
- Ability to work independently in a fast-moving yet ambiguous environment and highly confident in responding to challenging and changing circumstances.
- Hands-on experience in transformation projects
- Experience working in a Digital-Tech start-up industry
Candidates with more years of experience will be considered for managerial positions.
