DescriptionWe are looking for a Customer Service Processes Specialist that will handle the following:
Internal Communication, Knowledge and training:- Develop and define Global CS training for CS employees and Managers (i.e.: professional, service, soft skills, managerial, new employee)
- Act as facilitator of internal service training - conduct training with the country nominees and with CS managers
- Promoting CX global team and activities
- Internal communication (success stories, movies)
- Promoting implementation of Service Routines and supporting managers (observation & feedback, changing customer perception, team meeting and more)
CS processes:- Develop and define service procedures, policies and standards in a Global and Local level
- Work cross-functionally (i.e. Cargo flow, Sales, Operations, Training, IT and Knowledge Management teams) to ensure that the Customer Service function has the most efficient and effective workflows to help with resolving customer issues.
- Work in cooperation with the countries and with different organization's functions in order to analyze current processes and define new local and global processes effective for improved customer experience.
- Assist with gathering insight and analyzing data in order to identify and assess opportunities for improvement
- Build and lead the execution of continuous improvement practices for all customer facing workflows
- Define guidelines to the Customer Service managers and teams how to manage their local contact centers and execute processes that improve customer experience and increase quality and efficiency.
- Monitor and support the implementation of the new processes to ensure compliance with the standards defined.
Service systems:- Define and analyze the business requirements for different system developments to support the CX and CSRs (ZRM, genesis and more)
Requirements- Bachelor's degree - a must
- 5 years of Experience in developing and defining training programs / acting as a training facilitator for internal CS training - a must
- Experience in CS domains (defining service processes, procedures, and policies / leading and implementing service projects) - a big advantage
- Fluent English - Speaking, reading & writing - a must
- Experience working in a global company- Advantage
