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Customer Experience:
- Lead and supervise a team of external Customer Experience Agents across email, chat, and phone channels.
- Set clear performance expectations, KPIs, and quality standards.
- Serve as the initiation escalation point for high-impact customer issues.
Operations & Order Management:
- Monitor the full life cycle of order management, ensuring accuracy and timely fulfillment.
- Partner with third-party logistics providers and sellers to track shipments and resolve delivery issues.
- Help optimize operational workflows to improve efficiency and reduce errors.
Data & Reporting:
- Maintain records of customer interactions and order issues in CRM/helpdesk systems (e.g., Salesforce).
- Own reporting on customer experience metrics, generating reports on response time, resolution rate, and CSAT.
- Analyze and identify trends in customer complaints.
NBCUniversal
NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences.