About the role
JD • Ensure delivery of outsource headcount and language support required to meet customer KPIs including NPS Problem Resolution leadership • Drive customer experience improvements by measuring, understanding and analysing customer feedbacks and working closely with cross-functional teams to improve results. • Strong focus on quality of interactions in order to delight customers, enabled by effective coaching and performance feedback structure and culture. • To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.