Specialist - Customer Care

As a Specialist in Customer Care Delivery Operations, you will play a critical role in enhancing customer satisfaction and operational efficiency. You will provide real-time assistance to team members in resolving customer issues, ensuring key satisfaction metrics are met through effective communication and problem-solving. The role involves managing escalated calls from customers and Tier 1 support agents, addressing complaints, and ensuring resolutions meet customer expectations. You will analyze floor performance metrics, recommend and implement improvement actions, and track the effectiveness of these initiatives. Additionally, you will compile detailed performance reports for team leaders to facilitate informed decision-making, and support team members in maintaining up-to-date knowledge of processes and customer care best practices.