Hybrid | 8 month contract | Multinational Tech Company
Key Responsibilities;
- Facilitating inadequately resolved/high stakes escalations for customers in collaboration with Customer Support teams and leading on support/escalations process education.
- Lead market level hot-spot analysis for customers to shape future interventions and help program manage the delivery of interventions (in collaboration with Customer Support) in each market.
- Sharing key insights and data points on customer experience with Customer Support teams, to identify trends and inisghts to help understand key opportunities for improvement.
- Partner with Sales, Customer Support and other partner teams (as applicable) to continuously improve the journey of the customers, resolve complex issues and understand customer pain points.
- Monitor and track key customer support metrics.
Skills / Qualifications:
- Bachelors degree or equivalent practical experience 6 years experience in service management, customer support, sales, client management, operations or consulting.
- Experience in Account/Campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
- Knowledge and experience in online advertising solutions and media landscape.
- A cusomter first and empathetic mindset.
- Experience in business analysis and making recommendations
- Demonstrated ability to work well in diverse environment with people from all backgrounds, solve provlems and think critically.
- Ability to work independently, build relationships, manage and influence senior, cross-functional stakeholders.
