
Business Operations Specialist
3 days ago
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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