BPO Operations Processing Senior Specialist

Job Summary:

We are seeking a friendly, solution-oriented Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive customer experience.

Key Responsibilities:

• Ensures service excellence is achieved through managing major customer enquiries for any delivery organization within scope by demonstrating command, control and confidence at all times.
• Manages bridge participants to ensure alignment with the processes.
• Takes accountability that the major customer enquiry management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
• Escalates, where required, to ensure outcomes are achieved.
• Works with other team members in a 24/7 environment, hence adhering to shift plans of the team.
• Communicate with appropriate stakeholders in a timely manner.
• Manages post major Incident activities, thereby ensuring that root cause is investigated.
• Reviews the performance of the people and process to ensure that it is optimal.
• Provides coaching and mentoring to junior team members.
• Performs any other related task as required.

Knowledge and Attributes:   

• Demonstrates Command, Control and Confidence in situations naturally.
• Seasoned client service orientation and impeccable relationship building skills.
• Ability to multi-task and prioritize with great attention to detail.
• Seasoned ability to manage multiple streams of activities.
• Excellent communication and documentation skills.
• Excellent client liaison and facilitation skills.
• Execution focused.
• Ability to work across teams/regions/functions.
• Ability to work with people at all levels of the organization.
• Ability to escalate, where required, to ensure outcomes are achieved