Customer Experience Associate

3 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time
Job Description:
Voi Technology AB is looking for a motivated and solution-oriented team player to join our Customer Experience Operations team. As a Process & Escalation Associate, you will support customer escalated issues and manage critical incident cases. This role involves working closely with stakeholders across various teams to ensure high quality customer requests resolutions.

Your Key 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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