Customer Service Technical Representative working at Tornatech's Laval plant. Assisting American customers with technical queries and after - sales service issues in a dynamic environment.
About the role
- Customer Support Tier 2 ensuring seamless service for SATs contract. Collaborating with Tier 1 agents to enhance processes and optimize support strategies.
Responsibilities
- Analyze and implement data to improve satisfaction
- Drive collaboration with teams to deliver process improvements
- Ensure first contact resolution in customer service Performance Indicators and Service Levels
- Ensure timely and effective resolution of escalated customer issues
- Triage more complex issues before escalating to operations, markets, STA teams.
- Conduct quality checks on Tier 1 support agents
- Ensure Tier 1 agents have the necessary training and resources
- Collaborate with internal teams to streamline support processes and enhance efficiency
- Monitor and drive improvements in Customer Satisfaction (CSAT) and Voice of the Customer (VOC) metrics
- Identify trends and recurring customer pain points
- Identify opportunities for process improvements and efficiency gains
- Conduct root cause analyses to resolve underlying issues
- Foster effective collaboration between Tier 2 and Tier 1
- Act as a liaison between customer support, operations, and technology teams
- Support the design and delivery of ongoing customer service training programs.
Requirements
- Strong communication and interpersonal skills.
- Be self-motivated
- Strong problem-solving abilities
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Excellent organizational skills with great attention to detail.
- Adaptable and able to work flexibly in a dynamic environment.
- Ability to work independently and collaboratively in a team setting.
- Proactive in identifying and implementing process or system improvements.
- Prior experience education assessments (e.g., SATs) is advantageous
- Background in customer service or continuous improvement roles.
- Knowledge of customer satisfaction metrics and tools.
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care and Supply Chain Representative at Givaudan supporting customers and managing sales orders efficiently. Role ensures customer satisfaction and excellence in operations while liaising with various teams.
Customer Experience Associate providing banking solutions and fostering customer relationships. Engaging with customers to process transactions and recommend appropriate banking services.
Sachbearbeiter/in Kundenservice und Lagerlogistik im Bereich Lagerverwaltung für ein Logistikunternehmen. Effiziente Kommunikation und operative Prozesse im Lager.
Customer Service Administrator processing customer orders for Teleflex. Requires fluency in Spanish and/or Portuguese along with experience in a fast - paced environment.
Application Support Specialist in IT for energy market, optimizing data analysis workflows and supporting internal partners. Seeking motivated team players with a strong tech background and German fluency.
Sales Support Representative supporting stores across Adelaide, enhancing product visibility and fostering relationships with store teams. Working part - time, part of a family - friendly culture at Simplot.
Operations Support Specialist managing compliance and calibration of test equipment for GE HealthCare. Ensuring service delivery and quality with proactive vendor management in New York City.
Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
Customer Service Representative providing support for customer enquiries in the QVC UK Contact Centre. Working evenings and supporting a team to drive brand advocacy and success.