What Youll Do
Specifying and building tools to improve the speed, quality, and efficiency of Customer Experience.
Assisting with the documentation, mapping and constant improvement of procedures.
Analyzing workflows and making suggestions to improve efficiency and effectiveness.
Developing and maintaining standard operating procedures for common situations and maintaining all CX platforms – Onelogin, Zendesk, Talkdesk, Klaus, Magento, Slack and other tools.
Preparing performance reports by collecting and analyzing data to help discover new business opportunities.
Taking action regarding responses and reporting to the organizations leadership.
Identifying and acting to remove obstacles to delivering consistently high levels of service for all global Support Sites.
Working closely with leadership to help the Customer Experience team to deliver on their components of overall company goals and objectives.
Defining and improving Customer Experience workflows.
2+ years of proven experience as a Project Manager in technical projects – A Must
Able to analyze data, BI and statistics and translate results into actionable items – A Must
Proven experience in SQL a must
Excellent written and verbal communication skills in English – A Must
Working knowledge of customer service software, databases, and tools – A Must
Bachelor's degree in a relevant field such as Mathematics, Statistics, Engineering, Computer Science, or any other quantitative field.
Excellent customer-facing and market research skills
Solid organizational skills including attention to detail and multi-tasking skills
Self-motivated and self-directed
