Specialist, Customer Happiness

Position Responsiblities:

Hiring Objective: Drive customer service excellence by managing inquiries and complaints across all channels, analyzing serviceperformance, and implementing process improvements to enhance operational efficiency and customer satisfaction.

Primary Job Responsibilities:

• Perform and maintain team performance metrics (FRT, Resolution Time, CSATAT, Quality ofResponses) to ensure consistent service excellence.
• Handle customer inquiries and complaints across Live Chat, Email, and Calls, providing professional, timely, and empatheticresolutions.
• Maintain accurate records of interactions, feedback, and transactions for reporting and process improvement.
• Identify workflow gaps or recurring issues, propose actionable solutions, and contribute to updating SOPs and FAQs.
• Learn and maintain in-depth knowledge of company products and services to provide accurate guidance.
• Support spe...