Let's start with the role

We are seeking a highly motivated and detail-oriented Back Office Agent to join our team. The ideal candidate will be responsible for live monitoring, reporting and analyzing the results of BPO providers, ensuring the best customer experience, maintaining a stable operational plan and achieving KPIs . This role involves supporting external functions,reporting and tracking current issues and performance and solving problems by analyzing performance results.

• Collaborate with internal and external stakeholders to ensure excellent customer support;
• Participate in the Scrum process and monitor operational queues;
• Conduct tCSAT analysis, focusing primarily on promoters and detractors, with occasional attention to passives;
• Identify and highlight opportunities for process improvement;
• Conduct daily calls for alignment and improvement initiatives.

What you will bring

• Experience in online customer service;
• Product knowledge will be considered an asset;
• Strong analytical, reporting and prioritization skills;
• Active listening skills;
• Out of the box thinking by challenging the status quo;
• Proficiency in PC skills and MS Office, G-Suite;
• Advanced communication skills;
• Availability to work in shifts, including weekends and holidays (excluding night shifts);
• Fluency in Romanian & advanced English skills.