Customer Operations Coordinator
Il y a 6 mois
Licorne Society a été missionné par une startup Santé / Biotechnologie en pleine croissance pour les aider à trouver leur Customer Operations Coordinator
**Présentation de l'entreprise**:
l'entreprise est une start’up de la « FemTech » qui allie créativité et technologie de pointe pour enfin offrir aux femmes les produits qu’elles méritent.
Depuis le lancement de sa sonde périnéale en 2018, l’entreprise a connu une croissance exemplaire, tout en restant profitable. Nous avons multiplié notre chiffre d’affaires par 100 depuis 2018
Ils sont à la recherche d'un profil Customer Operations Coordinator pour rejoindre l'équipe customer. Votre rôle consistera prendre en charge les 10 agents customer. Il s'agit d'un rôle clé pour guider les utilisateurs à travers la meilleure expérience possible, en essayant toujours de leur fournir la meilleure solution.
**Missions**:
- Coordonner l'équipe d'assistance composée de plus de 10 agents
- Traiter et gérer les escalades de tickets.
- Appeler les utilisateurs lorsque nous avons besoin d'approfondir certains problèmes liés aux produits.
- Créer du contenu pour le support automatisé et self-service
- Assurer une résolution rapide et efficace des problèmes techniques, en collaborant constamment avec l'équipe technique.
- Identifier les points de friction et les tâches répétitives au sein de l'équipe et les résoudre en examinant et en optimisant les processus.
- Recueillir et analyser les commentaires des clients et partager les informations avec les autres équipes (technique, produit, marketing).
- Superviser les indicateurs de performance (temps de réponse, temps de résolution, etc.)
- Coordonner la logistique afin d'assurer une livraison sans faille des produits des entrepôts aux clients.
**Profil recherché**:
- Expérience confirmée, 3 ans au minimum dans le domaine du succès client.
- Esprit orient client
- Solides compétences en matière d'organisation et de gestion de projet.
- Vous parlez et écrivez très bien l'anglais et le français.
- La connaissance de l'interphonie serait un plus.
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