We are seeking a Process and Solutions Specialist (Customer Support) to join the Business Operations and Solutions team. As a global role, you will be responsible for optimising our customer support processes and implementing innovative solutions to enhance our service delivery.
- Champion the voice of the remote customer, ensuring convenience, ease, and service quality, with focus on improving process efficiency, increasing satisfaction for both customers and coworkers with successful implementation of simple, compliant and scalable solutions across retail operations.
- Lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities.
- Gather user requirements and roll out new or updated processes and tools, including training, testing, communication and adoption tracking.
- Working closely with Customer Relations, maintain updated global documentation of all CCC-related SOPs, ensuring consistency and alignment across functions and countries.
- Ensure continuous monitoring of customer support processes across remote channels, and processes are in adherence to SOPs and guidelines.
- Assess and propose automation and AI opportunities to drive continuous improvement that remove friction, reduce complexity, and improve resolution times in CCC operations.
- Establish review mechanisms of KPIs such as contact rate, first-time resolution, and customer satisfaction (Pulse CX), etc., to identify improvement areas.
- Use customer insights, services data, and root cause analysis to priorities improvements and track performance over time.
- Work closely with Commercial network, Customer Experience, and Digital teams to align and share best practices.
- Build a network of country and local superusers to support process consistency, gather feedback and drive adoption of changes across countries / markets.