Customer Service Operations Specialist

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Our large, Fortune client is ranked as one of the best companies to work with, in the world. The client fosters progressive culture, creativity, and a Flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.

Location

Shift (IST Hours)

Client is seeking a detail oriented, proactive, and collaborative Voice of the Customer (VoC) Program Assistant. If you are looking to join an organization dedicated to customer success, this may be the role for you. Working within the Customer Insights and Success Experience Team, you will be responsible for day-to-day operational support of the Qualtrics platform, which is leveraged to capture feedback and drive improvements to their overall customer experience.

Responsibilities:

• Day to day Qualtrics platform support including:
• Management of Qualtrics platform user accounts such as account request reviews and approvals, password resets.
• Quarterly review and clean-up of non-used accounts.
• Providing basic platform support and answering basic inquiries.
• Reviewing internal requests to deploy surveys and ensure compliance with technical and content standards.
• Programming ad-hoc surveys in Qualtrics based on stakeholder specifications.
• Coordinating ad-hoc data enrichment requests and completing quality assurance checks to validate accuracy of the data appended.
• Monitoring automated data enrichment processes and work with technical teams to resolve any issues that may occur.
• Completing quarterly dashboard updates
• Ensure processes are followed, documentation is up to date and project status can be reported at any time.

Signs you are a good fit for the role:

• You are detail oriented, self-motivated, and always deliver on commitments.
• You constantly look for ways to improve/automate processes.
• You can work both independently and as part of a team.
• You are comfortable working across multiple time zones and cultures.
• You have strong written and oral communication skills.

Minimum Qualifications:

• Bachelor’s degree.
• 5+ years of experience in a project management or supporting role.
• Must be able to converse, read and write in English.
• Prior Qualtrics experience preferred.
• Skilled with Microsoft Office 365 (e.g., PowerPoint, Microsoft Excel).
• Familiarity with collaboration platforms such as Zoom, Microsoft Teams, SharePoint.

Primary Skills:

Secondary Skills: