Customer Service Specialist

Job PurposeDevelop and administer customer service plans and programs to provide best-in-class services to customers and enhance customer satisfaction in line with business strategy, objectives, group guidelines, and policies.

Key ResponsibilitiesExecute customer service plans and programs for the assigned geography/business area.

Support customer service initiatives to enhance customer satisfaction.

Monitor the application of customer service processes and procedures.

Analyze the cost and effectiveness of customer service initiatives.

Contribute to process and system improvements.

Monitor and improve call center scorecards.

Provide guidance on customer service matters.

Respond to and resolve escalated customer inquiries.

Identify customer needs and support commercial opportunities.

Promote customer service capability development and upskilling.

Stakeholder ManagementCollaborate with internal departments and external service providers.

Build strong cross-functional relationships.

Understand customer and stakeholder requirements.

Provide technical guidance to managers and employees.

Management ResponsibilityIndividual contributor role.

SkillsCustomer Relationship Management (CRM)Operations ManagementQuality ControlBudgeting & ForecastingCustomer SatisfactionCall Center OperationsAccount ManagementStakeholder ManagementProject ManagementInfluencing & FacilitationPresentation & StorytellingQualificationsEducation: Bachelor's Degree or equivalent qualificationExperience: More than 4 years