Affiliate Marketing Specialist
Envato
Job Level
Senior
About the role
- Oversee daily operations of the customer experience team, ensuring high-quality service delivery and customer satisfaction.
- Manage team performance, provide training, support, coaching, and development plans for agents.
- Handle escalated customer issues and incident management, including reporting and detractor validation.
- Analyze service metrics, track KPIs, prepare weekly/monthly business reviews, and deliver daily and monthly reporting.
- Validate raised tickets on Jira and manage performance management processes.
- Manage scheduling: weekly scheduling, scheduling breaks, planned leave requests, and outbound calls.
- Address agent salary issues and cascade KPI attainment across the team.
- Optional social media complaint management and engagement.
- Collaborate with other departments to implement process improvements and enhance overall customer experience.
Requirements
- Leadership & Team Building: Inspire, guide, and foster a collaborative team environment.
- Communication: Strong verbal and written skills with team and stakeholders.
- Problem-Solving & Conflict Resolution: Identify issues, resolve conflicts, and implement effective solutions.
- Customer Service: Committed to delivering exceptional customer experiences.
- Analytical & Reporting: Skilled in data analysis, KPI tracking, and reporting tools.
- Time & Resource Management: Prioritize tasks, manage shifts, and allocate resources effectively.
- Coaching & Mentoring: Support employee growth through training and performance feedback.
- Project & Incident Management: Handle projects, incidents, escalations, and process improvements.
- Tools & Systems: Proficient in KPI monitoring, Jira, social media engagement, and incident management systems.
- Decision-Making: Approve leave, set goals, authorize actions, and drive continuous improvement.
- Adaptability: Flexible in responding to changing priorities and business needs.
