Drive best-in-market customer experience and sustainable development of Customer
Operations staff throughout maintaining and improving skills and knowledge of Customer Operations Specialists in the changing business environment, as part of the operational teams.
Day to day tasks involve the delivery of onboarding and functional trainings as well as the connected coaching activities derived from the regional Operations priorities.
Facilitate onboarding and functional training of new Customer Success Specialists staff in close collaboration with operational teams.
Deliver training derived from operational needs, from pre-agreed portfolio. Leverage on digital trainings portfolio available for Customer Operations Staff.
Overall accountability for knowledge management for the respective team, including maintenance, coordination of review and updates of standard operating procedures (SOP), local training materials and work instructions.
Partner with Team Leaders with regards to CSS skills and knowledge level in order to support solid performance assessment, contribute to development and allow delivery of best-in-market customer experience.
Lead/drive delivery in specific workstreams under project migration or project deployments.
Able to lead & facilitate complex problem solving and decision making with business partner to improve processes and ESSA opportunities.
Innovative in problem solving and bring in new ideas and changes to coaching space to enable realization of ideas with good follow through until project completion.
Responsible for selected and segmented Quality Assurance (QA), ensuring that quality requirements are fulfilled by CSS in order to provide excellent experience to customers (external and internal) and feedback to supervisor and CSS.
Minimum Qualifications:
Minimum of 5 years of related working experience. Experience in End to End operation is preferred.
Good Proficiency in English level both written and verbal
In-depth knowledge of Standard Operating Procedures and Quality Assurance
In-depth understanding and knowledge of customer requirements and challenges
Strong Continuous Improvement mindset
Practical skill in coaching, motivating and persuading techniques.
Personal leadership skills in promoting customer focus and teamwork spirit while collaborating with Customer Operations teams and other business partners.
