Customer Service Processes Specialist

ZIM is looking for a Customer Service Processes Specialist that will handle the following:

Customer service process specialist will focus on the continuous improvement of service processes quality, efficiency and customer experience. He/she should analyze and define the most efficient and effective workflows for improving CSRs user experience as well providing excellent customer experience. In addition he/she should develop internal training (professional, service and soft skills trainings) to be implemented globally for all CS managers and employees. Customer service process specialist is also responsible for promoting CS routines, internal communications and developing customer service working processes within the contact center.

Major areas of responsibility

Internal Communication, Knowledge and training

• Develop and define Global CS training for CS employees and Managers (i.e.: professional, service, soft skills, managerial, new employee)
• Promoting CX global team and activities
• Internal communication (success stories, movies)
• Promoting implementation of Service Routines and supporting managers (observation & feedback, changing customer perception, team meeting and more)
  
  

• Develop and define service procedures, policies and standards in a Global and Local level
• Work cross-functionally (i.e. Cargo flow, Sales, Operations, Training, IT and Knowledge Management teams) to ensure that the Customer Service function has the most efficient and effective workflows to help with resolving customer issues.
• Work in cooperation with the countries and with different organization’s functions in order to analyze current processes and define new local and global processes effective for improved customer experience.
• Assist with gathering insight and analyzing data in order to identify and assess opportunities for improvement
• Build and lead the execution of continuous improvement practices for all customer facing workflows
• Define guidelines to the Customer Service managers and teams how to manage their local contact centers and execute processes that improve customer experience and increase quality and efficiency.
• Monitor and support the implementation of the new processes to ensure compliance with the standards defined.
  
  

• Define and analyze the business requirements for different system developments to support the CX and CSRs (ZRM, genesis and more)
  
  

• Academic education- a must
• Prior experience: proven experience (several years) within the customer service domain:
• Define service processes, procedures and policies.
• Lead and implement service projects.
• Fluent English speaking & writing.
• Experience working in a global company - Advantage.