Oversee high-priority and complex ticket workflows across email, chat, and other platforms for assigned products
Maintain strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times
Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities
Act as a third-level escalation point and coordinate with internal teams to resolve critical or specialized customer cases
Collect and monitor feedback on product functionality, recurring issues, and unmet customer needs
Identify customer journey pain points and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM
Monitor customer reviews across multiple platforms and deliver qualified responses
Use sentiment analysis tools to identify trends and draft periodic reports with improvement proposals
Contribute to creation, maintenance, and improvement of product-specific knowledge base articles
Take ownership of strategic tasks, including deep dives on contact drivers and proposing workflow enhancements to boost NPS

Requirements In-depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest)
High proficiency with major CRM tools
Solid Excel skills
Strong numerical orientation
Solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time)
Fully comfortable with and enthusiastic about conducting outbound calls
Ability to transform customer pain points into structured feedback for product teams
Ability to collaborate seamlessly across departments
Core Competencies Demonstrates expertise in managing complex customer interactions and workflows while ensuring compliance with service level agreements. Proficient in utilizing CRM tools and Excel to analyze customer feedback and improve service delivery metrics.
Highest-signal resume keywords CRM Tools Proficiency
Customer Care KPIs Understanding
Excel Skills
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