Customer Service Analyst II

About the role

The position is responsible for serving as a designated subject matter expert (SME) on basic projects such as coordinating with the call center operations and quality control teams to improve efficiencies within the call center to increase the quality of customer relations and to improve overall service to all call center customers, and coordinating with the AB operations training unit to identify call center training needs and assist in the development of training materials.

What you'll do

• Act as a role model for the rest of the team
• Provide professional assistance and resolution for escalated/supervisor calls
• Represent the Customer care Center on projects, initiatives or testing as needed
• Assist with development and dissemination of training materials
• Provide support for questions (including help hotline) from customer service specialists

What you need

• 0–2 yrs of experience
• Customer service
• Performance management
• Telecom
• Any graduate