You will support the Director and CX management team, as well as 30+ support agents, to fulfill targets, ensuring that every member has a smooth and effective resolution. You'll be responsible for driving CSAT and NPS, managing SLAs, handling paperwork, assisting with vendor interactions, and providing data analysis on a variety of trends and subjects. When it comes to failure analysis and escalations, you will be the direct point of contact for internal departments and outside partners.
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