Job description
Join PERSOL as a Customer Experience & Operations Executive where you will drive customer engagement and operational excellence through innovative digital platforms and seamless multi-touchpoint experiences. This contract role offers an exciting opportunity to shape how customers interact with our services and to collaborate with cross-functional teams to deliver outstanding service.
As a key member of the Customer Experience & Operations team, you will:
- Monitor and optimize end-to-end customer journeys across phone, email, chat, and social channels to maximize satisfaction and retention.
- Collaborate with Product, IT, and Marketing to implement digital tools and platforms that streamline service delivery and reduce friction.
- Lead daily operations including workforce planning, queue management, and performance reporting against KPIs.
- Identify opportunities to automate routine tasks and improve self-service options for customers.
- Ensure adherence to quality standards, policies, and compliance across all customer interactions.
- Own escalation management and coordinate with stakeholders to resolve complex issues promptly.
- Gather customer feedback, analyze trends, and translate insights into actionable improvements.
- Support training and onboarding for team members to uplift customer experience capabilities.
What we offer: a dynamic contract role with competitive compensation, exposure to cutting edge CX technology, and a collaborative, growth-focused environment.
Responsibility
- Monitor and optimize end-to-end customer journeys across phone, email, chat, and social channels to maximize satisfaction and retention.
- Collaborate with Product, IT, and Marketing to implement digital tools and platforms that streamline service delivery and reduce friction.
- Lead daily operations including workforce planning, queue management, and performance reporting against KPIs.
- Identify opportunities to automate routine tasks and improve self-service options for customers.
- Ensure adherence to quality standards, policies, and compliance across all customer interactions.
- Own escalation management and coordinate with stakeholders to resolve complex issues promptly.
- Gather customer feedback, analyze trends, and translate insights into actionable improvements.
- Support training and onboarding for team members to uplift customer experience capabilities.
Qualification
- Minimum 2-3 years of experience in customer service or operations, preferably in a contact center environment.
- Strong communication and interpersonal skills with a customer-centric mindset.
- Experience with CRM and contact center tools (eg, Salesforce, Zendesk) and knowledge of digital platforms.
- Analytical mindset with the ability to interpret data and derive insights to drive improvements.
- Project coordination and problem solving abilities, with capacity to manage multiple priorities.
- Ability to work in a fast paced environment and adapt to changing requirements.
- Attention to detail and a commitment to quality and compliance.
- Team collaboration and stakeholder management skills.