Customer Service Specialist

1. Customer Support & Issue Resolution:
- Provide solutions to high-risk and difficult complaints by engaging with customers, investigating issues, and offering appropriate resolutions.
- Ensure escalated cases are addressed ly, adhering to company policies and service-level agreements (SLAs).
- Collaborate with internal departments (legal, product, finance, etc.) to ensure proper resolution and prevent future occurrences.
2. BPO Performance Management:
- Collaborate with our BPO partners to ensure they meet performance metrics related to customer service quality, response times, and satisfaction scores.
- Provide feedback and support to BPO teams on improving service delivery, identifying root causes of performance issues, and implementing corrective actions.
- Conduct regular audits and reviews of BPO performance, ensuring adherence to Service Level Agreements (SLAs) and company standards.
- Assist in training and upskilling BPO agents, particularly in handling difficult complaints or complex customer interactions.
3. Continuous Improvement:
- Contribute to the development of best practices and Standard Operating Procedures (SOPs) for customer service, especially in handling escalated complaints.
- Identify trends and areas for improvement based on customer feedback and complaints, providing insights to relevant departments for action.
4. Reporting and Analytics:
- Generate regular reports on customer service performance, complaint resolution, and BPO efficiency.
- Analyze data to identify patterns and recommend strategies for improving customer satisfaction and BPO performance.