Customer Service Level 2 Agent assisting North Carolina taxpayers with compliance via phone and email. Involves answering queries and resolving correspondence in a high - volume environment.
About the role
- Customer Support Analyst responsible for monitoring indicators and improving customer satisfaction at NIO. Focused on data analysis and enhancing client journeys in the telecommunications sector.
Responsibilities
- Monitor service indicators to identify continuous improvement opportunities and ensure excellence in the customer experience.
- Lead action plans to improve the customer journey by identifying bottlenecks and proposing innovative solutions.
- Manage the resolution of complex cases, ensuring empathy, agility, and high-quality customer support.
- Analyze support and customer behavior data to generate valuable insights for loyalty and satisfaction strategies.
- Collaborate with cross-functional teams such as Product, Marketing, and Operations to ensure an integrated and efficient customer experience.
Requirements
- Bachelor's degree in Administration, Communication, Engineering, Economics, Statistics, or related fields.
- Solid experience in customer support, preferably in analytical roles or continuous improvement functions.
- Proficiency with data analysis tools (advanced Excel, Power BI, Looker, etc.).
- Knowledge of CRM systems (Salesforce, Zendesk, Freshdesk, or similar).
- Ability to translate data into practical, high-impact actions for customers.
- Strategic mindset with a strong focus on delivering customer value.
- Excellent verbal and written communication skills.
- Differentials: Experience with digital journeys or omnichannel support; knowledge of CX methodologies (Design Thinking, Customer Journey mapping, experience-oriented OKRs); familiarity with support automation tools and AI.
Benefits
- Meal and/or Food Allowance
- Commuter Allowance
- Health Insurance
- Dental Coverage
- Life Insurance
- Private Pension Plan
- Profit-Sharing Program (PPR)
- Pharmacy Assistance
- Childcare Assistance
- Flexible Working Hours
- V.tal Benefits Club
- Extended maternity leave (6 months)
- Extended paternity leave (20 days)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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