Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...
The purpose of this position is to optimize the experience of every customer , and to ensure a seamless experience/resolution. This includes the constant monitoring of the customer experience, optimization of processes and enhancement of service level agreements (SLAs) as needed.
Key Accountabilities
- Own all Contact Centre processes/procedures and work regularly to optimize as needed.
- Understand Contact Centre tools and usage, then suggest improvements to further streamline ways of working.
- Support with all team training and refreshers in coordination with Contact Centre Team Leads.
- Revamp Contact Centre messaging and scripts to ensure consistency and alignment with the Sephora brand.
- Ensure all new products, services and campaigns are briefed to the Contact Centre in a timely manner.
- Own quality check process for the Contact Centre and lead on monthly improvements as needed.
- Drive monthly forecasting of Contact Centre usage/demand and ensure optimal staffing of teams as needed.
- Oversee the monthly Contact Centre report and identify trends (phone, email, WhatsApp, Live Chat).
- Present Contact Centre analysis and progress to various teams and senior leaders as required.
- Own the Contact Centre budget and report back on usage monthly versus budget.
- Regularly review Contact Centre structure and points of contact – then optimize as needed.
- Revamp existing and introduce new processes between internal and external stakeholders to better support Sephora customer interactions with key service and product needs.
Skills, Experience And Personality
- Has 3+ years of experience in Customer Service (preferably Call Centre).
- Expertise in creating and executing procedures/policies across customer channels.
- Track record of success in driving service level agreements (SLA), average handling time (AHT) and customer experience / NPS.
- High attention to detail and the ability to create / manage detailed processes and data.
- Ability to work with teams internally and externally – and adeptly train team members on new processes.
- Excellent MS Office skills (MS Excel, MS PowerPoint).
- Helpful and service-Oriented, with the ability to work under pressure.
DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!
https://www.careers.noorka.com/job/customer-service-specialist/NOTE: ATS-friendly CV is COMPULSORY!
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