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Barcelona – Responsibilities Oversee and direct all aspects of a multi-language 24 X 7 service desk operation Establish and evolve customer service policies, objectives, and initiatives Align customer service activities and initiatives to support and enhance the objectives of the organization Strategically lead and manage the support team to enhance customer experience by setting clear accountable performance measures Develop and oversee Service Level Agreements and continuous service improvements Drive improvements in key Customer Metrics (e.g. NPS (Net Promoter Score), CSAT (Customer Satisfaction)) Use Customer Insight and Root Cause Analytics to remedy problems and identify areas of improvements Drive efficiency improvement by leveraging industry best practices in practices and technologies Manage Customer Support experiences across all support channels (phone, email, social, chat and self-service portal) Drive cost efficiency thru optimization while delivering an enhanced customer s…