CX Operations Specialist

Customer Support Group Bangalore, India


Description

About the role:

We’re looking for a dynamic CX Operations Specialist with the ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.

If you love problem-solving and critical thinking and are passionate about executing plans and strategies to achieve a high level of customer success, we'd love to hear from you!

*This is a remote role, office is based out of Guindy, Chennai,  but open to all.

Job Summary:

The CX Operations Specialist is responsible for assisting in the operational excellence of Customer Experience activities with a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting. 

This role requires outstanding execution and follow-through to ensure we deliver amazing experiences to our customers.  

In this role you will be also responsible for helping to execute special projects, set by the Global CX Operations manager with a certain degree of autonomy. This will frequently involve working with multiple organizations and require a thorough knowledge of the CX org and individually involved business groups.  

Finally, you will be expected to contribute to the overall direction of the CX Core Operations by helping to proactively assess BPO and Business goals, analyzing data from CX, and providing actionable feedback in regards to current processes or projects.

Job Responsibility:

  • Execute Customer Care strategy and drive the implementation across the Customer Care team

    • Partner and develop training content to a varied audience when needed.

    • Assist or lead in up-training delivery.

    • Participating in development of Tier 1/2 agents technical and procedural knowledge.

    • Working directly with management, QA, and operations to develop, improve, and create processes beneficial to the Tier 2, Tier 1, and operations.

    • Provide insight reports on product performance and issues.

    • Determines product support and operational issues through analytics.

    • Act as a top-level escalation point for call center agents; coordinate and manage escalations to the Operations and GAMs.

    • Handle escalations, both internal within vendor and from client-side (from Tier 1/2 agents and Logitech) - to a completion rate as close to 100%, where and when possible - such as, but not excluding;

      • Product/software issues

      • Compliance request

  • Engage with the broader organization to understand field performance, trends, top escalations, and call types and assist with identifying potential missing efficiencies. 

  • Escalate system level, website, and CRM issues to the appropriate systems/IT support/vendor team. we

  • Document solutions and track communications as required and defined within Contact Center processes.

  • Strive to successfully make every customer an NPS Promoter by delighting customers, above and beyond the call of duty

  • Assist and participate actively in ad-hoc projects

Knowledge and Skills:

For consideration, you must bring the following minimum skills and behaviors to our team:

  • Strong demonstrated business acumen and strategic/tactical business judgment.

  • Technical aptitude with a high degree of self-motivation.

  • Strong team player who operates with high levels of integrity, trust and respect for the individual.  Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization. 

  • Proven project management capabilities with laser focus on delivering against commitments. 

  • Excellent communication skills (written, oral, presentation) at all levels of the organization.

  • Strong analytical skills with the ability to utilize data/analyses to influence change and drive business direction.

  • Excellent interpersonal skills. Responsive to customer and business requests. 

  • Outstanding listening and process diagnosing skillsets and an ability to create ethical and effective solutions in a team environment.   

  • High energy & enthusiasm to establish new approaches to enhance customer experiences. 

  • Must thrive in a fast-paced environment.

  • A self-starter who has the ability to handle peak periods in a positive and optimistic manner

  • Desire to have fun and laugh while getting the job done.

Qualifications:

  • BS/BA degree in a technical field or equivalent work experience. Advanced degree a plus 

  • Project Management certifications and/or experience

  • Strong and verifiable knowledge of customer care processes and techniques

  • Call center operation experience

  • Use of Business Analytical tools and methods (Excel, Power BI, MS Package).

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio and reach for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

 “All qualified applicants will receive consideration for employment without regard to race, Age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (510)713- 4866 for assistance.

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