Vissimo Co

Analyst

• Assist our customers by phone, email, or chat, ensuring they have the best possible experience as the point of contact for Evino and Grand Cru customers;
• Tirelessly seek solutions to customer problems with agility and empathy;
• Consult and use reference materials and service process documentation in the available systems;
• Create and generate insights for the Customer Experience team to continuously improve our service;
• Interact with and enrich our service systems with data, such as using response macros, internal notes, and ticket categorization;
• Monitor metrics such as TMA, TME, TMR, %Abandonment, %CSAT, %FCR, etc., to drive daily performance improvements.

Junior CX Analyst