Customer Service Operations Specialist
1 month ago
Job Title: Customer Service Operations Specialist
Neksjob is seeking a skilled Customer Service Operations Specialist to join our team. This role plays a vital part in ensuring seamless customer service operations, aligning with business objectives.
About the Role:
We are looking for an experienced professional who can analyze customer service data, identify trends, and provide actionable insights to enhance the overall customer experience. As a key member of the customer service team, you will bridge the gap between raw data and strategic business decisions, empowering Neksjob to deliver exceptional service to clients.
Key Responsibilities:
- Data Analysis and Insights: Receive and log internal and/or external customer problems/requests/issues, ensuring proper documentation. Perform customer request/problem identification and follow defined procedures to resolve correctly.
- Incident Notification and Escalation: Ensure problems/requests/issues are communicated effectively and receive proper management attention.
- Knowledge Development and Maintenance: Develop and maintain product knowledge, industry knowledge, and business and professional skills through on-the-job training and classroom training.
- Customer Satisfaction: Demonstrate understanding of the customer's business needs or market and maintain high customer satisfaction ratings.
- Tool Familiarity: Develop and maintain knowledge of order entry, incident management, and knowledge management tools, client information systems, and service desk procedures.
- Follow-up and Root Cause Analysis: May perform follow-up on incidents with customers to ensure customer satisfaction, identify root causes for customer dissatisfaction, and recommend solutions to improve overall customer satisfaction.
Requirements:
- Education: Graduate or undergraduate degree.
- Experience: Preferably has at least 2 years of BPO Sales Coach experience.
- Team Management: Candidates have experience in managing a team of agents and can exhibit skills in team, performance, SLA, and operations management.
- Availability: Willing to work cyclical shift times and days.
- Soft Skills: Highly motivated and can work well with peers, stakeholders, and clients.
- Additional Skills: Experience in project management and continuous improvement is a plus but not required.
Estimated Salary: $60,000 - $80,000 per year.
Neksjob Offers:
- A competitive salary range.
- A dynamic work environment.
- Ongoing training and development opportunities.
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