Customer Support Process Optimization Specialist (Zenni)

Customer Support Process Optimization Specialist COE Manila, Philippines

Description

We are seeking a highly motivated and detail-oriented individual to join our team as a Customer Support Process Optimization Specialist. In this role, you will be responsible for analyzing, refining, and streamlining our customer support processes within the Center of Excellence with a global impact. Your primary focus will be on enhancing efficiency, improving customer satisfaction, and identifying opportunities for continuous improvement.

Requirements

Proven experience in customer support process optimization or a related field.

Strong analytical skills with the ability to assess complex workflows and identify areas for improvement.

Excellent project management skills to lead initiatives aimed at optimizing customer support processes.

Effective communication skills to collaborate with cross-functional teams and implement process changes seamlessly.

Detail-oriented mindset with a commitment to maintaining high-quality standards in customer service processes.

Knowledge of industry best practices in customer support and contact center operations.

What skills do you need?

Process mapping and documentation skills.

Proficiency in using data analysis tools to derive actionable insights.

Ability to partner with training and design teams to implement training and change management

Strong problem-solving skills with a focus on root cause analysis.

Familiarity with CRM and CCaaS systems.

Knowledge of key performance indicators (KPIs) related to customer support.

Adaptability to evolving customer support technologies and methodologies.

Continuous improvement mindset with a commitment to enhancing customer service efficiency.