Senior Customer Operations & Support Engineer

Job Summary:

We are seeking a dynamic and experienced Customer Relation Expert to join our Customer Operations & Support team. The primary mission of this role is to elevate the overall communication standards of the team, ensuring effective and professional interactions with customers. The ideal candidate will have a strong background in communication strategies, training, and a passion for enhancing customer experiences. Excelling at analyzing customer feedback, identifying areas for improvement, and implementing successful process enhancements. Committed to leveraging technology and data-driven insights to drive customer satisfaction and operational efficiency.

Responsibilities:

• Develop and implement communication strategies to improve the team's ability to convey information clearly and effectively to customers.
• Create guidelines and best practices for written and verbal communication.
• Design and deliver training programs focused on enhancing communication skills, including active listening, empathy, and conflict resolution.
• Monitor and evaluate customer interactions to ensure adherence to communication standards.
• Provide one-on-one coaching and mentoring to team members to help them improve their communication abilities.
• Provide constructive feedback to team members based on reviews and customer feedback.
• Develop templates, scripts, and other communication tools to support the team in delivering consistent and high-quality responses.
• Analyze customer satisfaction data to identify areas for improvement in communication.
• Implement initiatives to address identified gaps and enhance customer satisfaction.
• Foster a culture of open communication and continuous improvement within the team.

Qualifications:

• Bachelor's degree in Communications, Marketing, or Computer Sciences.
• Proven experience in a communication or customer support role.
• Excellent written and verbal communication skills.
• Strong training and coaching abilities.
• Proficiency in customer service software and tools.
• Analytical skills to interpret customer feedback and performance metrics.
• Ability to work collaboratively in a multicultural and international environment.

Preferred Skills:

• Experience in a customer-facing role.
• Empathy, adaptability and flexibility.
• Knowledge of customer support best practices.
• Familiarity with cloud services and communication analytics tools.

English proficiency, another languages