Business Operations Specialist

3 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time
Overview:
Your mission at Voi Technology AB is to support customer escalated issues and manage critical incident cases.

Responsibilities:
  • Support customer support agents in resolving tickets according to company policies
  • Manage and resolve sensitive critical incident cases by ensuring high quality communication and coordination between customers, stakeholders and internal teams
  • Contribute to root cause analysis to address underlying problems for escalations and provide feedback for enhancing the customer experience operations
  • Collaborate with the Customer Experience Operations team to address gaps and unclarities in documentation, update training material and improve case management and service quality across all markets

Requirements:
  • Professional fluency in English and German, both written and spoken
  • Experience working with customer experience or customer service operations with set KPIs and resolution rates
  • Experience from working with escalated and complex customer support cases
  • Experience from following and ensuring compliance with defined company policies and standard operating procedures
  • Experience from collaborating independently with diverse senior stakeholders
  • Proficiency in G-suite


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