Process Leader (Customer Support), Ikano Retail

Job description

We are seeking a Process and Solutions Specialist (Customer Support) to join the Business Operations and Solutions team. As a global role, you will be responsible for optimising our customer support processes and implementing innovative solutions to enhance our service delivery.

• Champion the voice of the remote customer, ensuring convenience, ease, and service quality, with focus on improving process efficiency, increasing satisfaction for both customers and coworkers with successful implementation of simple, compliant and scalable solutions across retail operations.
• Lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities.
• Gather user requirements and roll out new or updated processes and tools, including training, testing, communication and adoption tracking.
• Working closely with Customer Relations, maint...