Position Overview:
The Architected Customer Service Specialist is responsible for designing, implementing, and optimizing customer service processes and systems to ensure an efficient and seamless experience for our customers. This role requires a combination of strategic thinking, technical expertise, and strong interpersonal skills to architect solutions that meet the evolving needs of our customers and business objectives.
Duties and responsibilities:
- Collaborate with cross-functional teams to understand customer service requirements and identify opportunities for improvement.
- Design and develop customer service processes, workflows, and systems, leveraging best practices and technology solutions.
- Implement and configure customer service platforms, such as CRM software, ticketing systems, chatbots, and knowledge bases.
- Analyze customer service metrics and feedback to identify trends, insights, and areas for optimization.
- Develop and deliver training programs for customer service teams to ensure proficiency with new processes and systems.
- Partner with IT and other stakeholders to integrate customer service solutions with existing systems and infrastructure.
- Stay informed about industry trends, emerging technologies, and best practices in customer service architecture.
- Continuously monitor and refine customer service processes and systems to drive efficiency, productivity, and customer satisfaction.
- Provide technical support and guidance to customer service teams as needed.
- Act as a liaison between customer service and other departments to facilitate communication and collaboration.
QualificationsBachelor's degree in Architecture Proven experience in customer service management, process improvement, and system implementation.Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and levels of the organization.