Job Summary: 

• Deliver excellent customer service and manage the needs of customers (guests and partners) through communication channels (phone, email, and live chat)
• Understand and deliver business strategies and improve customer services through the execution of self-service
• Accountable for meeting individual (KPIs) and team goals
• Continuously identify work process improvements and communicate to Team Leaders and (or) Manager
• Engaging with customers and supporting them to maximise the value they’re receiving from these products
• Supporting the CX manager with process and technology improvements, and developing strategies for scale and growth
• Building strong relationships with customers while supporting them to migrate to new products with minimal effort and training them to use product features and services effectively
• Listening to customers, building a deep understanding and empathy for needs and then working closely with Product Managers and Engineering teams to convey the voice of the customer to inform decision making
• Delivering against measures of success, including response and resolution times, customer satisfaction, adoption, usage, retention and growth
• Working within the team to prioritise high impact customer engagement activities and working across teams to ensure seamless customer handoffs

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Business Strategy Execution (Hard Skills)
• KPI Achievement (Hard Skills)
• Process Improvement Identification (Hard Skills)
• Customer Engagement (Soft Skills)
• Support and Training (Soft Skills)
• Relationship Building (Soft Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Develop and maintain trusting and effective customer relationships with key customer contacts
• Encourage, initiate, and deliver improvement in long term customer experience metrics
• Reduced internal and customer escalations and time spent on escalations
• Successful NPD & PFU launches
• Range Review compliance and trade Terms compliance
• Own pro-active, qualitative, and consistent communication with customer.
• Business partner to CD in Jointly Collaborating with customers
• Understand customer’s model and needs and always act with the customer in mind
• Represent customer needs across the business
• Guide path to “right first time” for the customer, jointly supporting seamless order to cash cycle
• Establish a higher-level view of all processes and system logic, leading optimisation, interventions and improving performance across order, delivery, and service stability
• Identify differentiating customer factors (i.e., sustainability) and lead joint improvement plan

Skills on Resume: 

• Relationship Management (Soft Skills)
• Customer Experience Improvement (Soft Skills)
• Escalation Reduction (Hard Skills)
• Product Launch Management (Hard Skills)
• Compliance Management (Hard Skills)
• Proactive Communication (Soft Skills)
• Customer Representation (Soft Skills)
• Process Optimization (Hard Skills)

Job Summary: 

• Manage the process for escalated enquiries and complaints to resolution, without managerial support
• Deal & take ownership of complex customer requirements, efficiently and professionally as per the service level agreement.
• Support the business in the implementation of new operational processes
• Drive improvement projects for processes unknown or not followed (replacements, order entry, lot allocations, etc, poor or missing communication)
• Leading the customer service part of the manual allocation process, being an SPOC for the local CS teams both for periodic and off-cycle allocations.
• Process SPOC to support any commercial strategies
• Analysis of Back Log and the different order holds. 
• Corrective actions and reporting.
• Integrate new customers and channels into existing processes in alignment with CD partners.
• Develop and leverage key contact relationships across the PMU and 3rd party partners.
• Embed ‘One Team’ mindset across all business partnerships
• Work closely with the Customer Experience Manager to prepare for all internal and external customer review meetings and escalate internal customer experience risks.

Skills on Resume: 

• Enquiry Resolution (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Process Implementation Support (Hard Skills)
• Continuous Process Improvement (Hard Skills)
• Leadership in Customer Service Operations (Soft Skills)
• Strategic Analysis and Planning (Hard Skills)
• Corrective Action Implementation (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Responding to customer support inquiries (email only) and give updates on how orders are processing
• Explaining to customers about specific cases and educating them on the processes
• Pro-actively watching out for the best interest of customers and going the extra mile to ensure an excellent customer experience
• Performing some outbound phone calls (about 5 per day)
• Escalating issues to the team leader or manager
• Providing training and assistance to other new team members 
• Assisting players via chat and e-mail
• Providing a high level of customer service to players
• Maintaining customer focus and responding to customer queries in accordance with company guidelines
• Supporting and guiding customers with all requests and escalating and following up 
• Promoting the brands values and products
• Ensuring a professional working relationships with customers and colleagues

Skills on Resume: 

• Customer Communication (Soft Skills)
• Customer Education (Soft Skills)
• Initiative and Proactivity (Soft Skills)
• Outbound Calling (Hard Skills)
• Issue Escalation (Soft Skills)
• Peer Training and Support (Soft Skills)
• Multichannel Support (Hard Skills)
• Professional Relationship Management (Soft Skills)

Job Summary: 

• Record, monitor, and analyze customer feedback and satisfaction using various forms of communication including phone calls and email correspondence
• Design marketing and engagement strategies for new products or services
• Use gathered information to identify gaps and recommend strategies to strengthen customer experience metrics
• Work closely with internal stakeholders sales, marketing, and account management teams to help enhance customers' experiences
• Performing checks to ensure player safety, protection and responsible gaming, in accordance with market regulations
• Taking ownership of second line escalations
• Processing and analyzing transactions according to procedures, specifically to spot subtle patterns of potential Fraud, Money Laundering or Bonus Abuse
• Provide users with technical solutions over the phone, e-mail and chat regarding website creation
• Analyse user behaviour, content suitability and relevance to determine effect on user satisfaction
• Develop and maintain positive customer relationships and satisfaction
• Provide feedback and suggest actions on how to improve the user experience

Skills on Resume:

• Customer Feedback Analysis (Hard Skills)
• Marketing Strategy Development (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Regulatory Compliance and Player Safety (Hard Skills)
• Escalation Management (Soft Skills)
• Fraud Detection and Analysis (Hard Skills)
• Technical Support Provision (Hard Skills)
• Relationship Management (Soft Skills)

Job Summary: 

• Provide information on services and pricing by phone and email
• Answer phone and email support inquiries from existing customers
• Answer sales related phone and email inquiries from potential customers
• Resolve technical issues with existing customers
• Provide technical support and training for online payment processing platform and mobile apps
• Investigate and resolve issues between partner bank and the customer
• Provide world-class customer support and experience to all Freelancer.com users via inbound and outbound emails, chats, and potentially phone
• Review and process Freelancer.com and Escrow.com KYC requests
• Check, verify, or cancel pending withdrawal requests for Freelancer.com users
• Review and process fraud alerts for Freelancer.com and Escrow.com
• Check and approve the validity of projects requested for posting on the site
• Sanction accounts and user-initiated actions on the site as necessary
• Investigate and write Fraud Gang analysis and Post-Mortem Analysis of escalated cases/process failures

Skills on Resume: 

• Customer Service and Support (Soft Skills)
• Technical Support (Hard Skills)
• Online Payment System Expertise (Hard Skills)
• Fraud and Risk Analysis (Hard Skills)
• KYC and Compliance Processing (Hard Skills)
• Problem Resolution (Soft Skills)
• Communication Skills (Soft Skills)
• Analysis and Reporting (Hard Skills)

Job Summary: 

• Understand and synthesise current customer experience data, complaints and service levels and identify the gap between customer expectation and delivery
• Defines the desired customer experience in terms of customer service, engagements, and retention strategies for different target markets
• Analyses, and designs or supports the development of new/refined engagement, service models and customer journeys and facilitates the implementation and alignment of service models and customer journeys through Operations and other value chain centres of excellence.
• Defines mechanisms to measure and monitor the customer experience and service levels with partners in PF Operations and Capability Cluster
• Monitors the customer experience and feeds this into customer strategies
• Provide best-in-class support via email to Lasting users experiencing a range of issues related to account, subscription, partner, or app
• Keep track of issues and let the team know when customers are consistently experiencing the same problem (We love fixing problems for users)
• Verify and log bugs, and proactively communicate about them with the technology team
• Researching and creating various primary research methodologies such as questionnaires and surveys.
• Lead the mapping and analysis of all in-scope journeys across the various devices including but not limited to website, mobile and app.
• Provide recommendations to improve the approach after each journey has been analysed, to allow innovation squad to continually improve its capability in this area.

Skills on Resume:

• Data Synthesis and Analysis (Hard Skills)
• Customer Experience Design (Hard Skills)
• Service Model Development (Hard Skills)
• Performance Monitoring (Hard Skills)
• Technical Support and Troubleshooting (Hard Skills)
• Issue Tracking and Reporting (Hard Skills)
• Bug Verification and Logging (Hard Skills)
• Proactive Communication (Soft Skills)

Job Summary: 

• Respond to complaints in a timely manner, keeping customers updated throughout the complaint process
• Provide key complaint insights and recommendations to the Executive Manager Quality Improvement
• Assist the Executive Manager Quality Improvement to undertake root cause analysis
• Coach key stakeholders to improve service delivery based on root cause findings
• Ensure all documentation relating to the complaint is up to date, accurate and detailed enough to allow for effective root cause analysis by the Executive Manager Quality Improvement
• Drive a genuinely, customer centric culture through complaint insights, coaching and process improvement
• Develop, support and embed a sustainable system to listen, learn and respond to customer and employee feedback
• Communicate (verbally and in writing) to build key relationships in the business and more widely to ensure the customer is at the forefront when decisions are made
• Apply remediation payments where required in accordance with the delegated authority policy
• Analysing all research data available and summarising findings in an accurate and actionable format.
• Conduct regular competitor analysis/ insights and stay ahead of industry best practice.
• Keep up to date with industry tools and methodology, ensuring Vitality is employing the best and most current techniques to achieve desired outcome.

Skills on Resume: 

• Complaint Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Coaching and Mentoring (Soft Skills)
• Documentation Management (Hard Skills)
• Customer-Centric Leadership (Soft Skills)
• Feedback System Development (Hard Skills)
• Strategic Communication (Soft Skills)
• Data Analysis and Reporting (Hard Skills)

Job Summary: 

• Works on named client accounts and advises the client.
• Monitors and assesses account services for clients
• Ensures flawless service delivery and manages client relationships
• Provides input to services quotes and client proposals
• Participates in identifying and proposing resolutions to business issues for the client
• Interprets data to help drive effective business decisions
• Conducts regular customer and partner meetings with management oversight to review service plans and recommends improvement to services.
• Introduces client to new offerings/upsells to assist client in solving business problems
• Works on applying and learning company service philosophies, methods and work processes
• Creating and updating detailed personas.

Skills on Resume: 

• Client Account Management (Hard Skills)
• Service Delivery Monitoring (Hard Skills)
• Client Relationship Management (Soft Skills)
• Proposal Input (Hard Skills)
• Business Issue Resolution (Soft Skills)
• Data Interpretation (Hard Skills)
• Service Plan Improvement (Soft Skills)
• Upselling (Hard Skills)

Job Summary: 

• Support, develop, and ensure goal achievement to demonstrate continuous growth.
• Participate in programs/project development.
• Establish and maintain bridges with all shareholders (Marketing, Finance, Sales, Shipping, etc.) to promptly have accurate information.
• Answer all incoming calls and field calls as received.
• Answer customer and sales inquiries, confirm shipping status of orders, and send product if needed.
• Check stocking position for customers.
• Prepares accurate and timely reports
• Sort and file orders following document retention policies.
• Primarily be out in branches engaging with staff and customers to gain valuable feedback
• Coach managers and colleagues to come up with own solutions to drive customer experience within Business Units and Branch/Function
• Gather and have a sound understanding of colleague feedback
• Ensuring key themes and trends are shared with operations to support required colleague development to enhance customer/colleague experience

Skills on Resume: 

• Goal Achievement Support (Soft Skills)
• Project Development (Hard Skills)
• Cross-department Collaboration (Soft Skills)
• Call Handling (Soft Skills)
• Sales and Shipping Support (Hard Skills)
• Report Preparation (Hard Skills)
• Document Management (Hard Skills)
• Coaching and Feedback Gathering (Soft Skills)

Job Summary: 

• Process purchase orders received via e-mail or fax and ensure accuracy of the order details
• Maintain customer accounts information and conduct follow-up calls
• Communicate and follow up on all aspects of order entry including item availability, pricing, shipping timelines, status of documentation and testing, special requirements, labeling, and delivery changes/charges
• Establish and maintain a professional liaison with all departments
• Interface with other departments such as Supply Chain, Finance and Creative to achieve objectives
• Resolve order issues such as shortages, overages, returns, or discrepancies
• Utilize CRM platform, SharePoint and other IT tools to ensure customer requirements are met
• Answer customer inquiries via e-mail or telephone in a timely manner
• Analyze and assign leads to agents by using Lead Rotation in relationship with the Customer Relationship Manager platform, social media engagement, email accounts, phone calls and/or texts
• Act as a liaison between clients and agents
• Utilize internal lead follow-up system
• Provide concierge-level customer service to clients and customers
• Be the first point of contact in handling customer inquiries and complaints

Skills on Resume:

• Order Processing (Hard Skills)
• Customer Account Management (Hard Skills)
• Order Follow-up Communication (Soft Skills)
• Cross-department Collaboration (Soft Skills)
• Issue Resolution (Hard Skills)
• CRM and IT Tools Utilization (Hard Skills)
• Lead Assignment (Hard Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Collaborate with the Product, Marketing, Sales, Professional Learning and Customer Care teams to provide new and updated customer facing deliverables.
• Analyze n2y customer automation journey to suggest improvement needs by communicating and coordinating with internal departments.
• Work with other managers and teams across the organization to define KPIs for a successful customer onboarding program including surveys, ongoing evaluation and ability to prove customer growth.
• Identify opportunities to improve user interface features, site animation, and special knowledge management features.
• Manage project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. 
• Assists with problem resolution or risk mitigation as needed.
• Monitor, validate and recommend deflection strategies across customer service channels and create a process that maintains an effective knowledge transfer to affected teams monthly.
• Answering incoming calls and member call and/or email follow-up
• Data Entry into the administration system
• Ensure accurate and timely communications with members
• Reporting any unusual activity or communications from members

Skills on Resume:

• Cross-team Collaboration (Soft Skills)
• Automation Analysis (Hard Skills)
• KPI Definition (Hard Skills)
• UI Improvement (Hard Skills)
• Project Risk Management (Hard Skills)
• Problem Resolution (Soft Skills)
• Knowledge Transfer (Hard Skills)
• Data Entry and Communication (Hard Skills)

Job Summary: 

• Handle the resolutions of all escalated customer cases in a professional manner at all times including taking detailed notes on customer comments and concerns.
• Manage all escalated customers via all channels as needed, with a variety of topics, primarily using internal computer software and systems 
• Research solutions and document accounts, so being detail-oriented
• Seize opportunities to upsell products when arise
• Analyze customer verbatim feedback across all channels and market research to identify needs and issues
• Facilitate focus groups and side-by-sides with contact center agents for insights and trends
• Drive cross-functional post-mortems to diagnose the root causes of customer escalations
• Partner with analytical teams to create the voice of customer surveys, reports, and recommendations
• Develop reports to educate executives and employees about customer expectations, realities, moments of truth, goals, and core experience principles
• Coordinate the various teams connected to customer experience data sets to minimize data silos and produce well-rounded customer insights
• Audit touchpoints on a Bi-weekly to make sure customer success is present by observing and determining various factors that might require improvement eg. mystery shopping at retail stores or websites
• Design test cases/test scenarios conduct functional, ad-hoc, and exploratory testing for different products and services across the business
• Utilizes sales & selling techniques such as identifying and overcoming objections, solving prospect problems, generating interest asking for the sale, and conducting follow-up to convert leads to sales.

Skills on Resume: 

• Escalation Management (Hard Skills)
• Software Proficiency (Hard Skills)
• Detail Orientation (Soft Skills)
• Upselling (Hard Skills)
• Feedback Analysis (Hard Skills)
• Focus Group Facilitation (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Sales Techniques (Hard Skills)

Job Summary: 

• Manage all daily customer requests via phone, email, chat, and SMS
• Act as subject matter experts on customer policy, procedures, and terms of service
• Provide product knowledge and recommendations to prospective shoppers
• Assist customers with the management of orders, accounts, subscriptions, loyalty programs, and promotions
• Process customer return requests and packages, refunds, and price adjustments
• Data collection and reporting to improve customer experience
• Document frequently asked consumer questions with well-crafted responses to build a database of FAQs
• Community manager / social media engagement with customers
• Direct customers to specific resources including information on mushroom growing
• Provide top-notch customer service that always puts the customer first
• Respond to all customer reviews
• Report on technical issues with the appropriate team member

Skills on Resume: 

• Multi-channel Support (Hard Skills)
• Policy Expertise (Hard Skills)
• Product Recommendations (Hard Skills)
• Order Management (Hard Skills)
• Return Processing (Hard Skills)
• Data Analysis (Hard Skills)
• FAQ Documentation (Hard Skills)
• Social Media Engagement (Soft Skills)

Job Summary: 

• Work directly with customers via telephone (incoming & outgoing calls), and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services
• Educate customers on product offerings and services
• Follow up with the customer via telephone or email following initial sales contact
• Identify customer issues and provides appropriate solutions via upselling of additional products and/or services and obtain customer commitment/ signoff.
• Meet departmental sales goals consistently
• Complete continuous product education to improve customer service
• Maintain accurate daily record of sales in sales tracker
• Complete outgoing quotes/bids in a timely manner

Skills on Resume: 

• Sales Persuasion (Hard Skills)
• Customer Education (Hard Skills)
• Follow-up Communication (Soft Skills)
• Solution Selling (Hard Skills)
• Sales Goal Achievement (Hard Skills)
• Product Knowledge (Hard Skills)
• Sales Tracking (Hard Skills)
• Quote Preparation (Hard Skills)

Job Summary: 

• Lead efforts to launch the initial phase of the new Customer Resource Portal
• Evaluate the portal’s success through customer engagements, surveys, and site analytics
• Identify opportunities for portal improvements and develop a roadmap for the long term strategy along with integration with the broader digital experience
• Coordinate with cross-functional stakeholders to operationalize the portal site and create appropriate workflows
• Manage day-to-day aspects of the digital experience related to the customer onboarding process including customer initiation, setup, and communications
• Maximize customer success by continually improving the efficiency and accuracy of processes
• Respond quickly and accurately to all customer-reported issues
• Champion and implement CX methodologies and tools including but not limited to journey mapping, storyboarding, and customer personas
• Work with the broader team to identify strategic research needs and customer experience improvement opportunities
• Lead execution and implementation of strategic initiatives focused on enhancing the customer experience and delivering on roadmap objectives
• Identify opportunities to apply additional skills and techniques into the GCE process to drive CX improvements

Skills on Resume: 

• Portal Launch Management (Hard Skills)
• Customer Engagement Analysis (Hard Skills)
• Strategic Roadmapping (Hard Skills)
• Workflow Coordination (Hard Skills)
• Onboarding Management (Hard Skills)
• Process Optimization (Hard Skills)
• CX Methodologies Implementation (Hard Skills)
• Strategic Initiative Leadership (Soft Skills)

Job Summary: 

• Collaborate on design and deploy innovative surveys to capture feedback across customer lifecycles
• Conduct post-survey data analysis and interpretation
• Partner with internal teams including Sales, Technical Support, Training
• Identify trends, themes, and insights leading to experience improvement
• Effectively use and visualize data to tell stories, and communicate key insights through internal reports, presentations, and dashboards 
• Drive business decisions & bring the customers voice into daily operations
• Help prioritize customer pain points to eliminate & customer experience best practices to scale
• Customize and maintain Qualtrics dashboards for customer-facing teams
• Maintain and update closed-loop feedback design and dashboards in Qualtrics for Sales and Technical Support
• Manage integrations between Qualtrics and enterprise systems (Salesforce, for example) by partnering with Dexcom IT and outside vendors
• Train cross-functional teams to be users of Qualtrics data, dashboards, and reporting functions

Skills on Resume: 

• Survey Design (Hard Skills)
• Data Analysis (Hard Skills)
• Cross-team Collaboration (Soft Skills)
• Trend Identification (Hard Skills)
• Data Visualization (Hard Skills)
• Decision Making (Soft Skills)
• Dashboard Customization (Hard Skills)
• Systems Integration (Hard Skills)

Job Summary: 

• Create the CX team vision and roadmap
• Work across teams to continually assess and eliminate unnecessary processes and implement new ways to enhance the CX
• Work with Customer Care Managers to escalate customer issues to provide timely and accurate resolution of customer issues
• Covering up to 30 countries, be able to adjust the Customer Experience to its local expectations, habits, practices
• Manage a Team specialized in Consumer Reviews analysis and answers on e-retailers website for a selection of countries
• Build the Assistance pages of the Commercial Website to create a self-service platform for consumers and a mine of information
• Publish reports on Consumer Reviews analysis with concerned departments, aiming at improving consumer satisfaction
• Responding to customer feedback via Trustpilot
• Analyzing various data sets and making recommendations for improvement
• Optimizing processes for simplicity and customer-centricity
• Documenting & recording everything to create accessible and informative operational guides

Skills on Resume: 

• Roadmap Development (Hard Skills)
• Process Optimization (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Cultural Adaptation (Hard Skills)
• Reviews Management (Hard Skills)
• Web Content Management (Hard Skills)
• Data Analysis (Hard Skills)
• Effective Communication (Soft Skills)