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Customer Service Operations Specialist
1 month ago
A Customer Service Analyst plays a vital role in ensuring that customer service operations are efficient, effective, and aligned with business objectives. This position is crucial for analyzing customer service data, identifying trends, and providing actionable insights to enhance the overall customer experience.
Key Responsibilities:- Receive and log internal and/or external customer problems/requests/issues and ensure proper documentation.
- Perform customer request/problem identification and follow defined procedures to resolve correctly. Document troubleshooting efforts and customer information in data capture tools and when required, transfer calls or promptly notify responsible parties for resolution.
- Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
- Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
- Demonstrate understanding of the customer's business needs or market and maintain high customer satisfaction ratings.
- Develop and maintain knowledge of order entry, incident management, and knowledge management tools, client information systems, and service desk procedures.
- May perform follow-up on incidents with customers to ensure customer satisfaction.
- May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
- May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
- May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues.
- Serve as Subject Matter Expert.
- Understand the overall agent processes.
- Ensure changes to processes are communicated to the training team to be included in future training sessions.
- Develop initiatives to address issues in the agent process impacting agent effectiveness and/or the overall customer experience.
- Graduate or undergraduate degree.
- Preferably has at least 2 years of BPO Sales Coach experience.
- Candidates have experience in managing a team of agents and can exhibit skills in team, performance, SLA, and operations management.
- Willing to work cyclical shift times and days.
- Highly motivated and can work well with peers, stakeholders, and clients.
- Experience in project management and continuous improvement is a plus but not required.
