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We are seeking a highly motivated and detail-oriented Flemish Back Office Agent to join our client's team. The ideal candidate will be responsible for analyzing the results of BPO vendors to ensure the best customer experience and maintaining a stable operational plan. This role involves supporting external functions, tracking current issues and solving problems by analyzing performance results.
Job Responsibility:
Collaborate with internal and external stakeholders to ensure excellent customer support
Participate in the Scrum process and monitor operational queues
Perform CSAT analysis, focusing primarily on promoters and passives, with occasional attention to detractors
Identify and highlight opportunities for process improvement
Conduct daily calls for alignment and improvement initiatives
Requirements:
Experience in online customer service
Advanced communication skills
Availability to work in shifts, including weekends and holidays (excluding night shifts)