Customer Experience Agent handling inquiries for German - speaking customers in a hybrid role. Involves online communications, customer service, and complaint handling across various channels.
About the role
- Operations Lead overseeing customer service operations at GRAIL, focused on enhancing customer experience and supporting business goals with strategic initiatives.
Responsibilities
- Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion
- Act as the primary point of contact for internal stakeholders on all customer service operational initiatives
- Analyze performance data to identify pain points, trends, and opportunities for improvement
- Build reporting frameworks and dashboards to monitor key performance indicators
- Prepare reports for upper management or other departments, including production statistics and forecasting projections
- Optimize and document workflows to improve efficiency, scalability, and quality of service
- Develop and refine standard operating procedures (SOPs) for customer service operations
- Ensure readiness and alignment across teams for new launches, process updates, and operational changes
- Research best practices, tools, and emerging trends in customer service operations
- Identify and test new models or technologies to enhance team performance and the customer experience
Requirements
- Bachelor’s degree or equivalent experience required
- 8+ years of experience in customer service, operations, or a related field
- Proven experience leading operational initiatives or programs
- Strong analytical skills with the ability to interpret complex data sets and drive insights
- Demonstrated ability to collaborate cross-functionally and manage multiple priorities
- Solid project management skills and ability to influence and drive decision making
- Familiarity with contact center tools and technologies (e.g., CRM- SalesForce, ticketing systems, knowledge bases)
- Excellent verbal and written communication skills
- Experience managing teams or mentoring others, even in an unofficial capacity, preferred
- Experience in fast-paced, high-growth environments
- Prior exposure to CX tools, automation platforms, or workforce planning
- Knowledge of project management tools and methodologies.
Benefits
- Flexible time-off
- 401k with a company match
- Medical, dental, vision plans
- Mindfulness offerings
- Annual bonus plan
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