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CX Operations Support

hace 4 meses

Mexico City Logitech A tiempo completo

Description

With your customer centric and detail oriented approach, your role is to support Operations in ensuring we are able to provide world class customer support. You will do this by engaging with various operation teams with creating processes and managing tasks and projects. With your experience in customer support, you will also help identify gaps in reaching KPIs.

You will excel in this role if you can identify operational efficiencies and effectiveness, as well as manage multiple tasks/projects and can communicate with stakeholders. You will also thrive if you can identify challenges and propose solutions that our teams, both internal and our partners, may have.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors you’ll need for success at Logitech. 

In this role you will:

Operations

Be part of an Operations team that is responsible for creating and executing CX and CS processes

Ensure these processes are efficient and effective 

Contact centers

By attending business reviews and engaging with sites, you will understand each site’s KPIs which will allow for you to identify strengths, gaps, and issues

Task and project management

By attending business reviews and engaging with the Operations team, you will track and manage the various tasks and projects that each site is committed to

You will communicate with stakeholders of their individual tasks and ensure they are meeting timelines 

Ad hoc project contributions

Assist in on-going and new ad-hoc projects as needed

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

Excellent knowledge in CX/CS operations

Excellent multitasker with self and project management skills

Excellent written and verbal communication skills, in English

Excellent interpersonal skills to work with a diverse CX team from around the world

Excellent critical thinking and problem solving skills

Experience working with and getting results from different stakeholder teams

Knowledge of and ability to navigate CRM platforms, such as Zendesk

Proficient in Google Doc, Sheets, Slides

In addition, preferable skills and behaviors include:

Skilled in contact center operations 

Team Management experience

Reading and interpreting CS data

Education:

4 year degree or equivalent