Customer Experience Operation Specialist

2 weeks ago


Plano, United States cyberThink Full time

Job Description:Customer Experience Operation Specialist will contribute to team's growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices Maximize customer satisfaction by providing prompt actions to customer's need and obtain quality photos/data to determine root cause of claim to defend or accommodate customer's claim Provide efficient solutions to customer-facing agents by developing and operating guide and contents Use various tools/dashboard/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality Required Skills, Experiences, Education and Competencies: [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process Understand claim journeys - ensure data and systems are developed with the relevant functions that generate win-win that will allow PL to connect the dots and identify and prioritize opportunities to improve and/or create processes Create and implement back-office strategies and operations; improve systems and processes Manage operations staff to ensure maximum efficiency and productivity in order to provide the best possible customer experience, monitor key performance index and individual growth plan to improve agent's performance increasing quality of customer care [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans. Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve department and company goals [Customer Support Management] Perform activities for customer support by developing contents/guide/script for agents to follow and guide customers Oversee all Customer Support integrations in collaboration with cross-functional teams. Improves quality and responsiveness of customer support staff and resources Create & Improve customer care dashboard system to execute operations plans to achieve daily, weekly, monthly goals Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, RPA, PI, etc.) Maintain a significant level of knowledge regarding customer care technology, operations, processes, procedures, and emerging trends with a focus on implementing best and next practices Monitor logistics process of product pick up process and find solution to expedited process to fine-tune customer experience throughout process Review & maintain policies, SOP (Standard Operating Procedures), ASP (Guide for Call Center) to keep up-to-date policies and guide for agents to use as well as find any conflicted policies to provide resolutions Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets, set up automatic tracking tool to monitor real time and give feedback to stakeholders for immediate action on needed items Monitor and report (alert) specific case to stakeholders including leadership Education/ Experience- High School Diploma or GED & meets Experience Requirement or Bachelor/associate degree (2 years) 1-2 Years of Customer Service Experience The hourly range for roles of this nature are $20.00 to $30.00/hr. Rates are heavily dependent on skills, experience, location, and industry. cyberThink is an Equal Opportunity Employer.



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