• Primary contact with the vendor for day-to-day operations
• Handling escalations from contact center agents/government agencies/users/internal employee.
• Identify, analyze and prioritize customer issues and escalate them to cross-functional teams to resolve the issues on time
• Develop, review support materials, guidelines, documents and FAQs for the agents and the users to efficiently address user's inquiries/report following local regulations as needed.
• Responsible for a variety of customer satisfaction activities including tracking metrics, quantitative and qualitative data gathering & analysis, and initiative driving for improvement
• Execute global/regional initiatives by implementing new process, CSR and moderation systems
• Role POC of customer care operation with cross-functional teams regarding new product launches in order to provide assisted support to users.