Business Support Specialist working in administration under the Retail & Hospitality Operations Manager. Ensuring client KPIs and SLAs are met while maintaining effective processes.
About the role
- Customer Experience Support Lead managing client relationships and operational processes at Topaz. Delivering strategic improvements and ensuring quality service experiences for clients in financial solutions.
Responsibilities
- Responsible for client relationship management, including meetings, communications, and delivery of reports;
- Able to represent the company with clients regarding out-of-scope requests and day-to-day operational issues;
- Possess a strategic vision, driving improvements in both operations and the client experience;
- Identify opportunities within client accounts, in alignment with commercial and service management;
- Assist in recruiting and sourcing new talent for the operation;
- Ensure the proper functioning of all processes within your area of responsibility;
- Lead all operational activities under your responsibility, making the decisions necessary to achieve established results;
- Coordinate the team in your area of responsibility;
- Conduct analyses;
- Customer-focused with an emphasis on delivering the best customer experience;
- Collaborative team player;
- Work in an organized manner, applying processes to daily operations;
- Demonstrate dynamism and adaptability to adverse situations with a collaborative approach.
Requirements
- Experience with customer service processes;
- People management experience;
- Expertise in client relationship management;
- Strong communication skills;
- High level of engagement;
- Availability to travel;
- Analytical ability;
- Knowledge of operational systems;
- Experience providing support in mission-critical environments;
- Undergraduate degree completed (technologist or bachelor’s degree in Computer Science, Information Systems, or related fields);
- Knowledge of fraud detection and prevention (advantageous);
- Knowledge of Web and Mobile development (advantageous);
- Fluent in Spanish;
- Intermediate English (advantageous).
Benefits
- Health and well-being: We offer a range of health plans focused on promoting employee well‑being.
- Personal and professional development: We provide environments, programs, and policies that ensure space and opportunities for growth and learning.
- Flexibility and time off: We offer time to recharge, including a paid day off on your birthday. Hybrid work model.
- Partnerships and discounts: We provide various partner discounts and benefit programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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