Back Office Executive

Responsibilities

• Provide administrative support to the customer care team, including data entry, record keeping, and report generation.
• Assist in resolving complex customer inquiries and complaints, ensuring timely and accurate responses.
• Maintain and update customer records, ensuring data accuracy and confidentiality.
• Collaborate with the CCEs to identify and implement process improvements, streamlining customer support operations.
• Handle back-office tasks such as order processing, invoice generation, and payment reconciliation.
• Ensure compliance with company policies and procedures, maintaining high standards of customer service.
• Monitor and analyze customer feedback, identifying trends and areas for improvement.
• Support the training and development of new CCEs, sharing best practices and knowledge.
• Assist in creating and maintaining knowledge bases and FAQs to enhance customer self-service options.
• Stay updated with industry trends and best practices in customer support to enhance our services.

Qualifications

• A high school diploma or equivalent qualification is required; a college degree in a relevant field is preferred.
• Minimum 2 years of experience in a back-office or administrative role, preferably in a customer-centric environment.
• Excellent written and verbal communication skills, with the ability to communicate effectively with customers and colleagues.
• Strong organizational skills and attention to detail, ensuring accurate record-keeping and data management.
• Proficiency in using Microsoft Office suite and other relevant software for data entry and report generation.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent problem-solving skills, with a customer-centric approach to resolving issues.
• A collaborative mindset, willing to work closely with the customer care team and other departments.
• Strong work ethic and a commitment to delivering high-quality customer service.
• Flexibility to adapt to changing work priorities and a willingness to learn and grow within the role.

Company