Customer Care Operations Specialist
4 semanas atrás
Lead Post-Purchase Support Operations :
Own and manage the customer care operations in Brazil, ensuring seamless post-purchase experiences for eCommerce customers. Support Business Management System (BMS) :
Drive the success of core KPIs (e.G., CSAT/OSAT, first-time resolution, aged backlog) by optimizing processes and managing performance. Standardize Global Best Practices :
Drive the implementation of industry best practices across global customer support functions, including supplier contract negotiations and KPI alignment. Identify and Solve CX Pain Points :
Collaborate with IT and regional teams to resolve customer experience issues based on priority. Tool and Process Improvement :
Guide the selection and implementation of tools and systems that enhance customer care operations, ensuring continuous process improvement. Advocate for Best Practices :
Evangelize post-purchase customer care best practices across all customer touchpoints. Technology and Data Management :
Identify and address gaps in technology, data, or platforms that could impact the success of customer support operations and testing strategies. Foster Internal and External Relationships :
Build and nurture strong partnerships to drive alignment and achieve business goals. Promote Ethical Standards :
Cultivate an environment of integrity and ethics where all team members adhere to company standards. What We're Looking For As an experienced leader in post-purchase customer support, you will bring:
Expert Knowledge of Post-Purchase Support :
In-depth experience with post-purchase support strategies and tactics, with a focus on customer satisfaction and retention. Strategic Thinking & Execution :
Proven ability to assess performance gaps, define growth strategies, and drive results across teams. Data-Driven Leadership :
Strong understanding of KPIs and ability to drive meaningful, measurable improvements in customer care operations. Industry Best Practices Knowledge :
Familiarity with customer care best practices both within eCommerce and across adjacent industries. Multitasking & Execution :
A proven track record of managing multiple tasks simultaneously, delivering quality results in a fast-paced environment. Communication Skills :
Strong verbal and written communication skills, with the ability to effectively engage stakeholders at all levels. Adaptability :
Comfortable working in a dynamic, entrepreneurial environment with shifting priorities. Basic Qualifications Management Experience :
Leadership experience in customer care organizations, with demonstrated progression in responsibility. Analytical & Problem-Solving Skills :
Strong analytical mindset with the ability to solve complex problems and optimize customer care processes. Process-Oriented :
Strong focus on process improvement and operational efficiency. Collaboration Skills :
Ability to collaborate effectively in a matrixed environment, working with global teams across regions. Preferred Qualifications Language :
English fluency to enable global collaboration across global Lenovo teams CRM Experience :
Familiarity with MS Dynamics and other customer relationship management tools. E-Commerce & Consumer Electronics :
Experience in eCommerce customer care, particularly in consumer electronics, FMCG, or durable goods sectors. Agency and Client Perspective :
Experience working both on the agency side and client side of customer care operations.
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