Remote Customer Happiness Manager, UK & IE (remote within the UK)
- Hiring Organisation
- grabjobs
- Location
- Jedburgh, Scottish Borders, UK
necessary changes and updates that will help improve the customer experience Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points BPO Management Ensure the BPO agents provide an amazing customer experience across all support channels Responsible for hitting Global Customer Happiness KPIs Main contact point … managing or working closely with a BPO or outsourced support partner Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management Experience handling payment disputes/chargebacks (e.g. Adyen, PayPal) is a plus Proven ability to design, deliver, and continuously improve training programs Comfortable conducting ...