Senior Customer Support Specialist
4 days ago
TransUnion is a global leader in the provision of data intelligence and analytics solutions. We are seeking a Senior Customer Support Specialist to join our team in Johannesburg, South Africa.
Job Description:The ideal candidate will be responsible for ensuring exceptional customer service and operational efficiency. This role involves managing customer interactions, resolving issues, and optimizing processes to enhance customer satisfaction and operational performance.
Key Responsibilities:
- Customer Support: Provide high-quality support to customers through various channels (phone, email, MS teams), addressing inquiries and resolving issues promptly.
- Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer experience.
- Data Analysis: Analyze customer data and feedback to identify trends and areas for improvement.
- Training and Development: Train and mentor junior staff on best practices and customer service.
- Performance Monitoring: Monitor and report on key performance indicators (KPIs) to ensure service levels are met.
- Collaboration: Work closely with other departments (e.g., Sales, Marketing, Product) to ensure a seamless customer experience.
Requirements:
- Bachelor's Degree/Diploma in Business, Management, or a related field.
- Minimum 3 - 5 years proven experience in customer service or operations roles.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and tools.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Knowledge of industry-specific regulations and standards.
- Proficient in data analysis tools (e.g., Excel).
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