Daily operation of the digital customer care hub across voice, email, chat, self-service platform.
Ensure high quality, customer focused support with strong service performance and responsiveness.
Identify and implement process improvements to increase efficiency and enhance the customer experience.
Support the implementation of AI tools, automation workflows and digital customer service capabilities.
Perform testing and deployment of new C4C features, including embedded AI, smart recommendations, chatbot upgrades.
Provide training to internal customer service teams on AI-powered tools in C4C, such as intelligent reply suggestions, automated case logging, and knowledge base recommendations.
Drive the adoption of customer self-service channels to reduce manual workload.
Ensure compliance with internal processes, quality standards and governance requirements.
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