Customer Service Specialist

Customer Support & Issue Resolution:Provide solutions to high-risk and difficult complaints by engaging with customers, investigating issues, and offering appropriate resolutions.Ensure escalated cases are addressed ly, adhering to company policies and service-level agreements (SLAs).Collaborate with internal departments (legal, product, finance, etc.) to ensure proper resolution and prevent future occurrences.BPO Performance Management:Collaborate with our BPO partners to ensure they meet performance metrics related to customer service quality, response times, and satisfaction scores.Provide feedback and support to BPO teams on improving service delivery, identifying root causes of performance issues, and implementing corrective actions.Conduct regular audits and reviews of BPO performance, ensuring adherence to Service Level Agreements (SLAs) and company standards.Assist in training and upskilling BPO agents, particularly in handling difficult complaints or complex customer interactions.Continuous Improvement:Contribute to the development of best practices and Standard Operating Procedures (SOPs) for customer service, especially in handling escalated complaints.Identify trends and areas for improvement based on customer feedback and complaints, providing insights to relevant departments for action.Reporting and Analytics:Generate regular reports on customer service performance, complaint resolution, and BPO efficiency.Analyze data to identify patterns and recommend strategies for improving customer satisfaction and BPO performance.