We are looking for an Operations Excellence Specialist-Customer Services to join our team at Snapp Shop.
The successful candidate will drive operational excellence by identifying opportunities for process improvements, implementing best practices, and ensuring high customer satisfaction. This role requires a strong analytical mindset, excellent problem-solving skills, and the ability to work cross-functionally to enhance the efficiency and effectiveness of our customer service operations.

Job Description:

• Analyze current customer service processes and workflows to identify inefficiencies and areas for improvement.
• Monitor key performance indicators (KPIs) related to customer service operations, such as SLA, ABR, AWT, FCR, Time to Handle Tickets, Customer Satisfaction Score, etc.
• Conduct regular performance reviews and provide insights and recommendations to the QC, Training Team, and Management. 
• Implement and maintain performance dashboards to track and report on key metrics.
• Develop and maintain documentation for standard operating procedures (SOPs) and best practices.
• Conduct regular quality assurance audits to ensure adherence to established standards and protocols.
• Identify areas for improvement and provide feedback to the QA team.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Implement customer feedback loops to ensure continuous improvement and responsiveness to customer needs.
• Work with the customer service team to develop and implement action plans based on customer feedback.

Requirements:

• 3-5 years of experience in customer service operations, preferably in the e-commerce industry.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make well-structured reports. 
• Excellent communication and interpersonal skills, with the ability to work effectively in a team environment.
• Proficiency in using customer service software, CRM systems, and performance monitoring tools.
• Ability to multitask and manage multiple projects simultaneously in a fast-paced environment.
• Knowledge of Lean, Six Sigma, or other process improvement methodologies is a plus.