Job Summary: 

• Manage, mentor and inspire a team of customer support personnel including offshore resources
• Ensure response rates to customer tickets are in line with the highest industry standards
• Manage responses to customer comments & concerns in community chat channels, app review comments, comment posts and anywhere else fans are engaging
• Resolve every customer issue to the customer’s satisfaction
• Measure customer support success with clear metrics
• Manage a customer support budget and optimize spending
• Direct intelligence gathered from all customer support channels to the product and data science teams to improve products and the user experience
• Leading the team members in executing activities such as implementing the price policy and rebate policy requirement from the biz and audit/integrity rules
• Implementing process and SOX controlling in all the special discount quotes checking, releasing into system for OR, etc.
• Supporting area salespeople in price and rebate policy and process clarification, helping to solve the systems error and problems
• Trying to give comments or guidance when need for all the special situations, controlling the data strictly and providing data only to relevant person
• Design and implement a support roadmap to grow and scale Philo both in the short- and long-term, including adding a second BPO partner.
• Identify and execute opportunities to drive process improvements that positively impact the subscriber experience at scale.
• Confident, thorough and collaborative decision maker

Skills on Resume: 

• Team Management and Leadership (Soft Skills)
• Response Time Optimization (Hard Skills)
• Community Engagement Management (Soft Skills)
• Customer Satisfaction Analysis (Hard Skills)
• Budget Management (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Process Implementation and SOX Compliance (Hard Skills)
• Strategic Decision Making (Soft Skills)

Job Summary: 

• Being the main contact for the customer ensuring 100% satisfaction and commitment
• Effectively managing all customer expectations in line with achievable operational service levels
• Working closely with the operational team to ensure KPIs and SLAs are achieved
• Attending customer on/off site meetings at customer request
• Identifying & communicating any potential issues, whilst dealing with them in a timely fashion
• Producing daily/weekly/monthly reports
• Ensuring all analysis is accurate & delivered within the specified time scale
• Identifying opportunities to improve customer service levels & operational efficiencies
• Maximising any sales opportunities
• Driven to deliver against KPI’s & customer SLA’s
• Set expectations and create training for support representatives to provide exceptional customer support via phone, email, and chat
• Hire and develop support team members
• Communicate with pharmacy partners, patients, and internal team members
• Help with reviewing and responding to support tickets, as needed, about prescription orders, refunds, tracking and delivery, and related issues

Skills on Resume:

• Customer Relationship Management (Soft Skills)
• KPI and SLA Management (Hard Skills)
• Reporting and Data Analysis (Hard Skills)
• Issue Resolution (Soft Skills)
• Sales Maximization (Soft Skills)
• Training Development (Hard Skills)
• Team Leadership and Development (Soft Skills)
• Cross-functional Communication (Soft Skills)

Job Summary: 

• Successfully provide support of front line customer care experts supporting Consumer Customers.
• Act as first level information source for answering agent questions, assigning tasks, following up, giving instructions
• Perform daily analysis of key performance indicators / metrics and research ways to continually improve the quality and efficiency of the business
• Provide coaching and support to ensure assigned agents are reaching targets for CSAT, Quality, Rev. Gen, and KCS.
• Respond, follow-up, and resolve customer complaints, questions and escalations
• Ensure team members acquire the appropriate support and training necessary to perform their jobs
• Conduct quality reviews, monitoring performance through call monitoring, coaching and training
• Partner with Workforce Management, Quality Assurance and Readiness to ensure service delivery needs are met
• Monitor and improve morale through the application of effective leadership, management and coaching skills and recognition of team performance
• Implement strategies that result in improved efficiency, quality and employee satisfaction, revenue generation
• Complete COPC HPMT training
• Participate in formalized projects run by the Project Management team
• Become a SME in ICE, CSAT, Quality and Overall Agent Development
• Identify and complete training seminars that align with career development goals

Skills on Resume: 

• Performance Analysis (Hard Skills)
• Coaching and Mentoring (Soft Skills)
• Complaint Resolution (Soft Skills)
• Training Development (Hard Skills)
• Call Quality Monitoring (Hard Skills)
• Workforce Management Collaboration (Soft Skills)
• Leadership and Team Motivation (Soft Skills)
• Project Management Participation (Hard Skills)

Job Summary: 

• Expertly lead, support and motivate highly skilled team of customer support champions, providing guidance on difficult customer interactions, regularly offering constructive feedback, and celebrating successes.
• Conduct regular one to one meetings with each team member to identify training needs and help them achieve career goals.
• Support the forecasting, recruitment and interviewing, induction and onboarding, and ongoing training needs of the team helping to set the function up for scale.
• Continue the design, implementation and roll out of quality training documentation to build the team’s and company’s knowledge base.
• Report to Senior Management on relevant KPI, quality and compliance stats whilst recognising and identifying trends relating to areas of improvement or development needs.
• Work with the team leaders to achieve a 1 day SLA response time for all incoming queries, and over 95% call answering rate
• Support Customer Support Executives with complex queries, being the point of escalation for VIPs and/or difficult calls, and taking ownership of the ticket through resolution.
• Optimise processes to create the best possible experience for customers.
• Build knowledge and understanding of Salesforce, and make recommendations on how it can be used more efficiently to improve overall productivity.
• Develop and contribute to technical troubleshooting documents, best practices and other knowledge articles for internal and external use.
• Build processes that allow the efficiencies.
• Interact with clients proactively to better understand the voice of the customer.
• Establish training plans and subject matter expertise within the organization.
• Ensure that escalations are effectively tracked and status is communicated to internal and external stakeholders, while establishing cross-functional collaboration to manage and resolve action items.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Training and Development (Hard Skills)
• Recruitment and Onboarding (Hard Skills)
• Quality Assurance (Hard Skills)
• KPI Management (Hard Skills)
• Process Optimization (Hard Skills)
• Salesforce Proficiency (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Ensure the support team will triage, troubleshoot, and resolve all customer reported issues leading to improved application end user engagement, creating engaged customers and facilitating organic growth.
• Escalate customer issues to responsible internal parties.
• Monitor the existing customer base to proactively identify and resolve potential customer issues.
• Define and implement escalation processes for customer inquiries to the customer support representatives.
• Along with the Director of Support, create a mission and deploy strategies focused towards that mission.
• Develop Support procedures, policies and standards.
• Keep accurate records and document customer support actions and discussions.
• Compile and analyze data and provide accurate reports to customers and internal stakeholders.
• Work with other functional leaders to understand their key business metrics and improve performance against those measures via customer support.
• Recruit, hold accountable, mentor, and develop customer support representatives.
• Stay up to date on industry developments and support function best practices to areas of improvement.
• Collaborate across support, engineering, product and customer success teams to remove blockers, address inefficiencies, and ensure timely resolution of escalated issues.
• Manage escalated customer issues around the clock, including weekends and holidays 
• Monitor, review, and report on escalations to customer success leadership, making recommendations for continuous improvement of product and processes.
• Develop training plans and identify/build subject matter experts within the organization.

Skills on Resume:

• Issue Triage and Troubleshooting (Hard Skills)
• Escalation Management (Soft Skills)
• Proactive Customer Monitoring (Hard Skills)
• Process Development (Hard Skills)
• Strategic Planning (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Training and Mentorship (Soft Skills)

Job Summary: 

• Create, implement, and execute detailed (strategic) plans that allow to streamline current processes and develop new processes 
• Meet the changing demands of riders, and to prepare ourselves for handling peak loads and/or seasonality.
• Report on KPIs and insights on a weekly basis and use these
• Identify key trends in negative customer experiences and understand the root cause to proactively seek solutions.
• Initiate and develop customer (self-)service solutions that anticipate riders’ needs before know have them, allowing them to solve as much as possible themselves in a simple, intuitive way.
• Provide riders with a best-in-class support experience. 
• Effective and efficient resolution of inquiries accessible at any time and for each and every rider, 24/7 through channels that make sense to riders.
• Make sure support specialists have the tools to provide riders with information to solve problems quickly and intuitively.
• Shape and foster cross-functional collaboration, be the voice of the riders, and use insights 
• Work with other teams (e.g. R&D, Operations, Marketing) to make sure that all of solutions serve the customer.
• Drive operational performance across multiple Care channels, providing an effortless customer experience to a wide variety of subscribers with a team of highly specialized agents
• Be the last point of contact for escalated customers
• Work with partner teams to resolve customer complaints and provide updates to important partners
• Mentor and develop team through constructive and targeted 1:1 coaching and nurture an environment where can excel through encouragement and empowerment

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Process Development (Hard Skills)
• KPI Reporting (Hard Skills)
• Customer Experience Analysis (Soft Skills)
• Self-Service Solution Development (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Escalation Management (Soft Skills)
• Team Coaching and Mentoring (Soft Skills)

Job Summary: 

• Oversees all aspects of the customer service experience and implements effective processes and procedures for Customer Support Administrators and Key Account Managers to interact with customers.
• Continually strives to improve the customer service experience taking ownership of customer issues, investigating them, and following them through to resolution.
• Accountable and responsible for key measures of performance such as net promoter rating, reporting them to the business through policy deployment and the balanced scorecard on a monthly basis.
• Support other departments, manages the customer interface for complaints or external quality escapes.
• In-conjunction with Finance, sets the cash collection target for the team and motivates them to achieve and follow up with customers.
• Ensures that the customer support team work in line with operational requirements with regards to order management to meet launch dates, quotes and invoices produced to meet sales targets.
• Adheres to and manages the approved departmental budget.
• Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team.
• Maintains a complete and up to date understanding of what the internal & external customers value through Net Promoter awareness (deployed through Policy Deployment)
• Sets challenging targets and objectives for the team and ensures understanding to create accountability to achieve
• Develops and improves overall business performance by identifying and implementing opportunities for continuous improvement activity.
• Identifies and exploits win-win scenarios for using 2nd hand parts through the overhaul process, ensuring that the customer is aware of the benefit and cost savings provided by this service. 
• Provide on-going support that paves the way for career growth
• Use data and analytics to improve existing team processes and drive operational efficiencies on the team
• Translate insights from team and customers into actionable items that will result in measurable improvements to the overall business
• Design and implement KPIs to maximize productivity and efficiency in support of an effortless customer experience

Skills on Resume: 

• Customer Service Management (Hard Skills)
• Process Implementation (Hard Skills)
• Issue Resolution (Soft Skills)
• Performance Measurement (Hard Skills)
• Cross-departmental Collaboration (Soft Skills)
• Financial Target Setting (Hard Skills)
• Recruitment and Mentoring (Soft Skills)
• Data and Analytics Utilization (Hard Skills)

Job Summary: 

• Lead, motivate, and develop high-performing teams to deliver on operational KPIs within a time-sensitive and demanding environment
• Coach and develop Team Leads into awesome people managers
• Partner with various supporting teams (such as Quality Assurance, Learning & Development, and Site Analytics) to ensure that teams are delivering exceptional customer experiences and meeting service level requirements
• Analyze data to assess the performance of teams and provide constructive feedback to Team Leads on a consistent basis
• Be a subject matter expert (SME) on teams’ processes and Uber policies
• Drive continuous process improvement to deliver a world-class support experience every time. 
• Day to day management of approx. 20 Service Desk staff and all associated administration including financial forecasting and budget control
• Provide and maintain guidelines, procedures, manuals and other materials for team members’ successful work
• Control, develop, maintain and improve Key Performance Indicators for the team
• Produce periodic performance analysis reports
• Conduct service improvement initiatives and manage projects to continually improve Service quality
• Drive forward technical improvements to Service Management tools to enhance the customer experience.
• Co-ordinate major Incident Management activities including post incident reviews and reports
• Liaise directly with customers where necessary to deliver excellent Customer Service
• Collaborate with multiple, international teams on a regular basis to deliver new services

Skills on Resume: 

• Team Leadership (Soft Skills)
• Coaching and Development (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Data Analysis (Hard Skills)
• Subject Matter Expertise (Hard Skills)
• Process Improvement (Hard Skills)
• Financial Forecasting (Hard Skills)
• Incident Management (Hard Skills)

Job Summary: 

• Train customers on effective use of all OI products as well as associated systems and consumables
• Troubleshooting and technical support to customers
• Routine customer visits to audit test processing and advise on optimisation.
• Provide consultation and advice on equipment solutions to automate parts of the testing process.
• Support sales prospects in critical sales process steps of system demonstrations and evaluations.
• Manage new customer implementation projects
• Provide routine consultations on automation optimisation
• Manage the product support information and communication flow between customer and all relative internal departments.
• Provide all the above to both distributors and end users 
• Fulfill other activities relating to customer support and sales projects as required to do so
• Monitor and update entries in the Customer Management Database.
• Process customer order changes and assist with back-up ordering.
• Communicate with transportation and customs departments.
• Continuously communicate with clients as appropriate through email, text, phone, in-person, and/or fax, etc.

Skills on Resume:

• Product Training (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Process Optimization (Hard Skills)
• Sales Support (Soft Skills)
• Project Management (Hard Skills)
• Communication Skills (Soft Skills)
• Database Management (Hard Skills)

Job Summary: 

• Lead the Customer Service team in Ibiza through the complexities and changes of a fast growing global retail business
• Hire, train, coach and monitor the performance of support agents
• Create & maintain a customer-centric, motivated and high performing culture in the support team
• Create career development plans and performance improvement plans
• Initiate team engagement & happiness activities to ensure the team is motivated & engaged to develop a successful career at Orderchamp
• Oversee staffing including hiring, scheduling and attendance
• Identify and drive the team towards meeting KPI’s and SLA’s
• Identify operational process gaps and help improve processes
• Collaborate with other teams to ensure cross functional alignment as continue to grow and launch in new markets
• Make strategic decisions to prioritize projects and processes within functional area
• Develop and implement projects to reduce the high-volume, low value interactions (FAQs)
• Work with copywriters to build up knowledge base with the most popular requests
• Support the Comms team by setting up outbound messages to announce launches, news, etc.
• Resolve problems aligned to complain resolution and customer in jeopardy procedures by clarifying issues
• Research and explore answers and alternative solutions, implementing solutions, escalating unresolved problems

Skills on Resume: 

• Team Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Culture Development (Soft Skills)
• Career Path Planning (Hard Skills)
• Staffing and Scheduling (Hard Skills)
• KPI and SLA Management (Hard Skills)
• Process Improvement (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Lead and continue to develop all aspects of the customer experience segment of the business (people, currently a two-person team, and processes)
• Ensure company is measuring and focusing on key support metrics: CSAT, FRT, Full Resolution time, etc
• Manage, coach and grow a team of support specialists
• Own all customer support content (articles, blogs, FAQ, videos, etc.) that showcases Perpetua is a an approachable thought leader and trusted expert in digital advertising and Amazon
• Evolve and grow customer community slack channel
• Enhance client onboardings to institute excellent user behaviour
• Establish best practice for growing entry level users into more sophisticated (tactics and spend) customers
• Ensure Perpetua’s confident, friendly, trustworthy and helpful voice comes through in all customer interactions
• Proactively analyze client data and internal team’s metrics to ensure continue to serve client’s needs and can scale efficiently
• Act as the main point of contact to ensure successful service relationship with hospitals and clinics clientele.
• Responsible to implement new processes & products.
• Process customer order changes and product review / management.
• Conducts customer site visits to enhance customer relationships.
• Inventory checks and data entry to ensure order requests are properly recorded and filled daily.

Skills on Resume: 

• Customer Experience Management (Hard Skills)
• Metric Analysis (Hard Skills)
• Team Leadership and Coaching (Soft Skills)
• Content Creation (Hard Skills)
• Community Management (Soft Skills)
• Client Onboarding Techniques (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Process Implementation (Hard Skills)

Job Summary: 

• Scale Customer Support teams solving for quality & efficiency
• Work with the director on strategy development for supporting customers.
• Make final hiring decisions for the Customer Operations teams.
• Lead & manage a team of supervisors to successfully perform daily work and grow professionally.
• Handle high profile and executive escalations.
• Collaboration with other Operational functions on needs to meet performance goals.
• Own Customer Operations team performance for the region.
• Define & execute clear, measurable goals both short and long term to level up customer support.
• Assign and manage resources across teams.
• Work effectively with a collaborative management team to improve processes across the Operations organization.
• Identify gaps in current systems, policies, and strategies, and work with other leaders to recommend enhancements and process improvements that mitigate losses & risks while leveling up customer experience.
• Answer and tag queries from the public in a friendly and helpful way
• Liaise with other Pride teams to find answers to more specialized questions
• Customize the setup of the Intercom to be more automated/efficient where possible
• Product recommendations on how to improve the content on website and app

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Team Leadership (Soft Skills)
• Conflict Resolution (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Performance Management (Hard Skills)
• Resource Allocation (Hard Skills)
• Process Optimization (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Monitor CS metrics and daily activities to measure and manage the customer support teams effectiveness
• Develop and implement strategies to improve the customer support team effectiveness
• Responsible for process improvement within the customer support team area of accountability
• Responsible for change management including communication and education
• Create best practice
• Recruitment, retention, training and development of team members, including leave planning
• Provide strong leadership and direction to the customer support team in the ongoing development and delivery of products and services to customers
• Proactively train and mentor team members on the commercial realities of customer support and the offering to customers
• Develop and implement team and individual coaching/development opportunities to ensure the achievement and maintenance of goal and objectives
• Foster and implement a customer-centric culture with the team, focused on a high-level customer experience, first call resolution for inquiries, including pro-active follow up and monitoring
• Collaborative approach to building and maintaining productive working relationships with internal and external stakeholders - local, regional and global
• In Consultation with the Senior Manager, Sales Operations, develop annual business plans and objectives for the customer support team, consistent with organizational strategic direction and objectives.
• Lead the preparation and development of the annual operational planning process for the customer support team.
• Regularly monitor, interpret and evaluate data and end-of-month reporting
• Provide accurate and timely advice and information to the Snr Manager, Sales Operations in respect of sales activity, performance against budget targets, stock and inventory management, product and service development opportunities, and market analysis

Skills on Resume: 

• Data Analysis (Hard Skills)
• Strategy Development (Hard Skills)
• Process Improvement (Hard Skills)
• Change Management (Soft Skills)
• Recruitment and Training (Hard Skills)
• Leadership and Mentoring (Soft Skills)
• Customer-Centric Strategy Implementation (Soft Skills)
• Stakeholder Management (Soft Skills)