EMPOWERING GROWTH WITH REAL DATA

We are looking for an experienced Operations Manager to oversee and manage our customer service and payment operations. The role will be pivotal in shaping procedures, ensuring customer satisfaction, and driving data insights to improve our offerings. You will be responsible for managing first-line support with our partners at SoftSwiss, monitoring and reporting on customer sentiment, and implementing strategies to enhance service levels. The successful candidate will also play a key role in handling payment queries, leading a team focused on customer experience, and collaborating with internal departments to optimize operational efficiency. Key Responsibilities: - Manage First-Line Support: Oversee the customer support operations with SoftSwiss, ensuring timely responses and resolutions to customer queries. - Follow-up & Communication: Proactively follow up on customer issues, communicating updates to the internal team, and ensuring continuous improvement of processes. - Customer Sentiment Management: Collect, analyze, and report on customer feedback, ensuring that customer sentiment is effectively communicated to drive improvements across the organization. - Procedure Development: Create and implement new operational procedures and strategies to enhance efficiency and customer satisfaction. - Reporting & Analytics: Use data-driven insights to generate and present reports on support performance, customer satisfaction, and payment operations. Provide actionable insights to improve services and the overall customer journey. - Payment Operations Management: Manage and resolve payment-related issues, working closely with payment providers to ensure seamless processing and effective handling of payment-related queries. - Team Collaboration: Liaise with different departments, especially customer service and payments, to ensure alignment of goals and smooth operational workflows.

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