Job Description :

• Expand with Our Client Service Staff

  Job Description

  Our customer support and service operations department's main "Blended Communication Engine, Dual-Channel Resolution Specialist, Back-Office Integration Lead, Quality Compliance Guardian & Operations Data Integration Lead" is the Non-Voice/Voice Operations Hybrid Email, Live Chat & Blended Phone Support, Workflow Management, Data Quality & Service Analytics Specialist. Your main responsibility is to oversee a hybrid workflow that consists of written digital channels (email, live chat, ticketing platforms, back-office data processing) supplemented by targeted inbound/outbound phone calls, while Chief Customer Officers (CCOs), VPs of Customer Operations, Service Delivery Directors, and Quality Assurance Managers establish overarching customer experience strategies, cross-channel SLA frameworks, operational governance models, and enterprise retention targets.

   

  Responsibilities

  Blended Multi-Channel Customer Engagement: Adhere to channel routing rules and SLA standards while managing a blended workload of textual support (email, live chat, web messaging) and real-time telephone conversations (inbound query assistance, outbound follow-ups, de-escalation callbacks).

  Complex Issue Resolution & Cross-Channel Escalation: To ensure unambiguous, high-accuracy problem resolution, look into and address multi-step customer instances that call for integrating backend database verification, email correspondence, and phone talks.

  CRM Navigation & Integrated Ticket Documentation: Track pending ticket resolution cycles, tag inquiry categories, document phone conversation notes, record chat transcripts, adjust account parameters, and maintain accurate, real-time records inside enterprise CRM and ticketing systems.

  Back-Office Data Processing & Verification: During non-call activity periods, carry out the required back-office administrative activities, such as document verification, refund/credit processing, account changes, client identification validation, and system data entering.

   

  Skills:

  Dual-Channel Communication Mastery: Excellent expertise in written digital communication (correct grammar, 40+ WPM typing speed, email etiquette, succinct messaging) and spoken verbal communication (clear tone, active listening, de-escalation abilities).

  Workflow Adaptability & Context-Switching: The capacity to switch between managing concurrent chat windows (one or two chats), processing email queues, updating back-office databases, and handling live phone calls without sacrificing quality or losing context.

  CRM, Telephony, and Ticketing System Proficiency: Real-world expertise using omnichannel ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow) and blended contact center software (Avaya, Genesys, Five9, Cisco, Ameyo).

  Problem-Solving & Data Verification Capabilities: Accurately perform detailed back-office procedures, pinpoint the underlying reasons of multi-channel service problems, and utilise sharp analytical thinking to cross-check client data across systems.

   

  We invite you to apply and explore this exciting opportunity!

  Warm Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com