Job Description

Overview (Text Only)

This position is responsible for positively impacting the first call resolution of the customer service team. Managing the percentage of case that get escalated as well as the turn around and effort it requires to get 2nd and 3rd level escalations resolved.
Main responsibilities are process control and improvement, communication between external and internal stakeholders and being responsible for the satisfactory handling of cases that are considered out of standard support boundaries. Candidate is required to have strong command of language as he/she is needed to draft formal replies to various external & internal parties.

Responsibilities

• Coaching, support and train the mentors to improve the handling time of escalated cases by further optimizing process and improving the overall knowledge of the team.
• Responsible for monitoring and improving the quality of the interactions as perceived by the customers by simplifying processes where possible.
• Identifying misconduct and managing escalated issues through system and tool.
• Liaising with external and internal stakeholders to ensure communication, processes and escalations are well executed.
• Responsible for ensuring that all processes are up to date in the internal knowledge base as well as in all customer facing pre-defined communication templates.
• Works with agents, teams and (customer) feedback to review and optimize the knowledge base and online articles and process documentation.
• Manages all high-level escalations and customer claims that are outside the normal service boundaries to ensure a correct and optimum resolution.
• Oversee payment disputes and investigation via various payment platforms.
• Drive and execute campaigns for customer facing and internal stakeholders.
• Planning of monthly and yearly expenses, execution of payments for vendors
• Supply chain liaison for cases and disputes
• Administrative work required for various projects.
• Ad hoc duties assigned by manager.

• A keen influencer with a can do attitude, who is flexible and enjoys cross functional teamwork.
• Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.
• Experienced in knowledge monitoring and improvement methodologies.
• Diploma level or working experience.
• 1+ years\' experience process or mentor role in (customer) service.
• Good understanding of contact center operations and KPIs.
• Proficient in Supply chain operation knowledge
• Able to operate in a fast paced, dynamic environment and able to work under pressure.
• Intermediate skills in Excel required.
• Excellent written and verbal English communication skills.
• Additional language proficiency will be an advantage.
• A team player with excellent interpersonal skills.

• Staff Discounts
• Hybrid work

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