Process Manager for Customer Care - Ravenden Springs, United States - Apex Dynamics

Apex Dynamics

Verified Company

Ravenden Springs, United States

3 weeks ago

Posted by:

Meredith Sinclair

beBee Recruiter

Description

About us

As part of our team at Ravenden Springs, you will be responsible for ensuring the quality of customer service processes handled by external service providers in our shared service department.

This includes identifying and implementing measures to improve these processes.

Your tasks will also involve developing, establishing, and implementing quality assurance standards for comprehensive quality control of telephone, written, and digital customer interactions, as well as documenting these interactions.

You will play a key role in continuously optimizing our current customer service processes, taking into account potential opportunities for digitalization, and actively participating in digitalization projects.

In addition, you will be responsible for documenting and organizing all necessary customer service processes in our knowledge database, as well as implementing training tools for both internal and external agents.

You will also oversee the strategic and operational transfer of customer service processes to our shared service department, including coordinating communication materials such as our website, customer letters, and text templates.