You will use your powerful combination of business analysis skills, SalesForce expertise and demonstrable delivery and improvement experience in a CS environment, to set up for launch and to drive quality and efficiencies for their new CS operation.
* Help build and implement our CS strategy, process design and operational model
* Manage the operational performance of our customer support centre
* Ensure KPI and SLA adherence
* Account management of some of our key customers
* Relationship management with key internal teams an ...
* You will be a people manager and have recruitment responsibilities.
* Work with the QA and training team to ensure our training program is fit for purpose and quality is monitored accurately
* Be the voice of our customers and provide regular feedback to other areas of the business
* Identify ways to reduce customer contact rates and project manage the implementation of the solutions
* In-depth analytical reporting of the centre's activity and user feedback
* Ensure all KPIs a ...
* Will Lead the whole CS operations. Manage the whole team to be efficient and effective.
* Design the whole structure of the floor, Take information from the customers and report it to the HQ, take feedback from HQ and implement necessary actions.
* Planning and implentation of tentative theory construction and business improvement based on VOC.
* Support (telephone, mail) problem development by monitoring the status of the situation.
* Improvement of response standards, preparation of manuals and related systems and introduc ...