We are looking for a Customer Care Operations Analyst to join our new team in Jerusalem. This is an amazing opportunity to be a part of a new team, working on a few companys products. The team is reporting to Udi, the Director of Customer Care.
What will you be doing in this role?
Drives cross-functional idea and process planning within the organization as gaps are identified.
Aligns processes and communication following the ITIL standards to create a seamless experience for our customers and colleagues who support our customers.
Uses creative problem-solving and strategic thinking to understand the impacts of a change and how best to serve our customers.
Creates clean and simple process improvement plans and ensures the documentation is clear and readily available for consumption by using our documentation standards.
Manages segment-aligned relationships when it comes to the process.
Oversees the day-to-day operational processes within Customer Care, i.e., case management processes, quality management, and internal communication resources, and works with the business to outline best practices/improvement strategies.
Engages with the Senior Operations Managers on large-scope projects after identifying ideas/updates that need to be made and ensuring that action is taken, and a clear plan exists with the next steps.
Runs Customer Care specific programming, tasks, and plans, as needed.
Solicits varying types of customers and stakeholder feedback to understand the drivers of satisfaction/dissatisfaction and works with relevant groups within the Customer Care team on putting the mitigation plans & improvement initiatives in place.
What will you be doing in this role?
Drives cross-functional idea and process planning within the organization as gaps are identified.
Aligns processes and communication following the ITIL standards to create a seamless experience for our customers and colleagues who support our customers.
Uses creative problem-solving and strategic thinking to understand the impacts of a change and how best to serve our customers.
Creates clean and simple process improvement plans and ensures the documentation is clear and readily available for consumption by using our documentation standards.
Manages segment-aligned relationships when it comes to the process.
Oversees the day-to-day operational processes within Customer Care, i.e., case management processes, quality management, and internal communication resources, and works with the business to outline best practices/improvement strategies.
Engages with the Senior Operations Managers on large-scope projects after identifying ideas/updates that need to be made and ensuring that action is taken, and a clear plan exists with the next steps.
Runs Customer Care specific programming, tasks, and plans, as needed.
Solicits varying types of customers and stakeholder feedback to understand the drivers of satisfaction/dissatisfaction and works with relevant groups within the Customer Care team on putting the mitigation plans & improvement initiatives in place.
Requirements:
About You experience, education, skills, and accomplishments:
Bachelors degree and/or relevant work experience
2-3 years of customer service and/or business operations experience
Proficient with the Salesforce CRM system.
Proficient with the Salesforce Jira system.
Strong communication, both oral and written in English.
Ability to effectively address and resolve ambiguity.
Ability to prioritize, multi-task, and work independently on complex assignments.
It would be great if you also had:
Proven experience in leading operational initiatives
Proficient project management skills
Demonstrated leadership ability to lead and influence within a team.
Self-starter capable of learning on-the-fly
Proficient with office desktop productivity tools (spreadsheets, presentations).
About You experience, education, skills, and accomplishments:
Bachelors degree and/or relevant work experience
2-3 years of customer service and/or business operations experience
Proficient with the Salesforce CRM system.
Proficient with the Salesforce Jira system.
Strong communication, both oral and written in English.
Ability to effectively address and resolve ambiguity.
Ability to prioritize, multi-task, and work independently on complex assignments.
It would be great if you also had:
Proven experience in leading operational initiatives
Proficient project management skills
Demonstrated leadership ability to lead and influence within a team.
Self-starter capable of learning on-the-fly
Proficient with office desktop productivity tools (spreadsheets, presentations).
This position is open to all candidates.
