Customer Service Operations Specialist

We are seeking a skilled Customer Service Operations Specialist to support customer service operations, manage CRM tools, and enhance the consumer experience. The ideal candidate will have expertise in call center processes, training, and quality assurance, with a focus on driving operational excellence and customer satisfaction. Key Responsibilities: ? Act as a Subject Matter Expert (SME) for Salesforce Service Cloud, assisting internal and external teams with platform usage. ? Coordinate and lead training initiatives, including Train-the-Trainer sessions to ensure process adoption. ? Support BPO partners with operational needs, training, and guidance. ? Handle specialized consumer requests, such as refunds, escalations, and defective claims. ? Monitor and report performance metrics (KPIs, SLAs, CSAT, AHT) to identify and implement improvements. ? Serve as a liaison between internal teams and external call center partners to ensure smooth collaboration. ? Focus on delivering exceptional customer experiences to drive satisfaction and loyalty. Qualifications: ? 3?5 years of experience in customer service or call center operations. ? Experience in retail or BPO environments preferred. ? Proficiency in CRM tools, particularly Salesforce Service Cloud. ? Understanding of e-commerce, KPIs, SLAs, and customer service metrics. ? Strong communication skills, autonomy, and teamwork abilities. ? Experience with quality assurance, process improvement, and employee training. ? Bachelor?s degree or equivalent experience. About Brickred Systems: Brickred Systems is a global leader in next-generation technology, consulting, and business process service companies. We enable clients to navigate their digital transformation. Brickred Systems delivers a range of consulting services to our clients across multiple industries around the world. Our practices employ highly skilled and experienced individuals with a client-centric passion for innovation and delivery excellence. With ISO 27001 and ISO 9001 certification and over a decade of experience in managing the systems and workings of global enterprises, we harness the power of cognitive computing hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.