Customer Care Operations Specialist
Customer Care Operations Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Summary
Responsible for analyzing customer care processes data and performance metrics to identify opportunities for operational improvements and enhanced customer experiences.Job description
FUNCTIONAL RESPONSIBILITIES AND DUTIES
Collect and analyze data to identify areas of improvement in customer care operations.
Develop and implement solutions to improve customer experience and decrease wait times.
Monitor and track key performance metrics to ensure customer care goals are met.
Communicate findings and recommendations to management and other participants.
Work with cross-functional teams to implement changes and improvements.
Manage projects related to customer care operations including timelines and budgets.
Provide training and support to customer care representatives to improve their skills and efficiency.
Ensure compliance with company policies procedures and regulations.
Conduct root cause analysis to identify underlying issues affecting customer care performance.
Compare performance metrics against industry standards to identify best practices and areas for improvement.
Provide inputs for integration and optimization of customer care technologies and tools.
Create and analyze customer journey maps to identify pain points and opportunities for enhancement.
Streamline and optimize customer care processes by ensuring customers partners and customer care teams use standardized and best practice processes.
Take ownership of customer care processes to ensure consistency and efficiency.
Provide training for internal and external users (partners) of customer care tools.
Ensure a performance management framework exists for the customer care organization at local country and regional levels. Manage performance using standardized reports and dashboards from CRM tools/BI (business intelligence) applications (e.g. Qliksense) and support customer care leaders on an ongoing basis.
Continuously develop knowledge and skills and keep up-to-date with new trends and information in the field of expertise. Provide inputs according to business requirements to esure customer care processes are efficiently supported by tools such as Salesforce Service Hub ESET Hub TSI etc.
Provide inputs and come up with new ideas to define the customer care strategy.
Plan and coordinate the work of colleagues in accordance with superiors instructions be responsible for the performance of the tasks entrusted to it in accordance with established procedures and processes and prioritize tasks of colleagues in order to meet established objectives and achieve required results.
Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
REQUIREMENTS
Education:
Masters degree in Business Administration Management Information Technology or a related field.
Experience:
Years of work experience: 5
3-6 years of experience in customer care data analysis or operations management.
Knowledge:
Strong analytical and critical thinking skills.
Proficiency with data analysis tools and customer care software.
Project management capabilities.
Ability to work well within a team.
Language:
English B2
Communication:
Excellent communication and interpersonal skills.
Managerial skills:
N/A
Personal characteristics:
N/A
Benefits
Health & well-being
- Cigna Medical Plan
- Cigna Dental Plan
- EyeMed Vision Plan
- Reliance Standard Life Insurance
- Reliance Standard Long Term Disability Plan
- HealthJoy Employee Assistance Program
- Cigna Supplemental Insurance
- Lifestyle Spending Account
- Bi-Weekly Mediation Series
- On-site Gym and shower facilities
Family
- Volunteer Day off
- Paid Time off
- Tuition Reimbursement
- Birthing Parent Match
- Pet Insurance
Office
- Recreational Zone
- Coffee & Snacks
- Parking Benefit
Other
- Benefit Hub - Discounts on travel cars electronics etc
- 401(k) retirement savings
- ESETs Charitable Contributions Program
- Referral Program
Primary location
San DiegoAdditional locations
Time type
Full timeRequired Experience:
Unclear Seniority
Employment Type
Full-Time
