Customer Operations Specialist // Francophone

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Requirements:

• Tertiary qualification in Operations or Business Administration.
• Minimum of 2 - 5 years in a customer-centric, relationship management role.
• Strong track record in relationship management, research & insights gathering, and reporting.
• Bilingual in English & French required.
• Exposure to a call centre environment is advantageous.
• Strong relationship management and communication skills.
• People (customer) centric and a high level of integrity.
• Project management skills and results-oriented approach.
• Ability to multitask, prioritize, and manage time effectively.
• Self-motivated with strong self-management skills.
• Reporting, analytical, and logical skills.
• Creative, solution-oriented, and able to take initiative.

Responsibilities:

• Proactively drive operational efficiencies of the customer experience in line with company processes.
• Identify opportunities for continuous service improvement and resolve issues using customer feedback and research.
• Support and monitor partner customer touchpoints and train Call Centre Agents.
• Build internal and partner stakeholder relationships for customer-centric decision making.
• Initiate and drive projects to improve customer experience metrics.
• Observe customer calls for insights to prepare reporting on trends.
• Manage customer escalations within SLA and resolve issues internally.
• Track technical incidents affecting customer experience and work with technical teams to resolve issues.
• Assist in managing internal customer support systems.
• Support integration of new Ecosystem Partners and Financial Service Providers.