The Customer Care IT Capability Lead (CCCL) is responsible for managing and optimizing customer care solutions across multiple platforms, ensuring smooth operation and enhanced customer satisfaction. This role requires synchronization of both internal and external service channels, with a strong focus on task automation to improve service efficiency.
Key Responsibilities:
- Manage and optimize customer care solutions across various platforms.
- Synchronize customer service operations between internal and external service channels.
- Implement and oversee automation initiatives aimed at improving customer satisfaction.
Core Competencies:
- Strong knowledge of CRM systems, with expertise in Jira and 1Stream.
- Proficiency in service delivery and customer care technologies.
- Skilled in automating workflows and integrating customer care systems.
Special Skills & Requirements:
- Excellent communication skills with a focus on maintaining service consistency.
- Proven ability to lead and mentor teams in customer care optimization.
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