Senior Customer Care Representative
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- Oversee high-priority and complex ticket workflows across email, chat, and other platforms for assigned products
- Maintain strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times
- Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities
- Act as a third-level escalation point and coordinate with internal teams to resolve critical or specialized customer cases
- Collect and monitor feedback on product functionality, recurring issues, and unmet customer needs
- Identify customer journey pain points and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM
- Monitor customer reviews across multiple platforms and deliver qualified responses
- Use sentiment analysis tools to identify trends and draft periodic reports with improvement proposals
- Contribute to creation, maintenance, and improvement of product-specific knowledge base articles
- Take ownership of strategic tasks, including deep dives on contact drivers and proposing workflow enhancements to boost NPS
Requirements
- In-depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest)
- High proficiency with major CRM tools
- Solid Excel skills
- Strong numerical orientation
- Solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time)
- Fully comfortable with and enthusiastic about conducting outbound calls
- Ability to transform customer pain points into structured feedback for product teams
- Ability to collaborate seamlessly across departments
Core Competencies
Demonstrates expertise in managing complex customer interactions and workflows while ensuring compliance with service level agreements. Proficient in utilizing CRM tools and Excel to analyze customer feedback and improve service delivery metrics.
Highest-signal resume keywords
- CRM Tools Proficiency
- Customer Care KPIs Understanding
- Excel Skills
- Outbound Call Experience
- Customer Feedback Analysis
Hard Skills
- Customer Care KPIs
- Sentiment Analysis
- Workflow Enhancement
- Data Analysis
- Ticket Workflow Management
Soft Skills
- Collaboration
- Problem-Solving
- Communication
- Customer Insight Gathering
Industry Keywords
- Customer Experience
- NPS
- CSAT
- First Reply Time
- Average Handling Time
- Resolution Time
- Welfare
- Privacy
- Invest
Tools & Technologies
- Sentiment Analysis Tools
- CRM Software
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