Customer Service Coordinator
Job Summary
Job Description
As a Customer Service Coordinator, you will manage and resolve complex operational and administrative challenges to enhance customer service. Key responsibilities include resolving complex customer issues, developing and implementing customer service strategies, leading large-scale projects for process improvement, providing expert advice and guidance, creating and delivering training programs, monitoring performance metrics, collaborating with cross-functional teams, ensuring compliance with company policies, implementing quality assurance standards, and acting as a subject matter expert in operational and administrative processes. The role requires advanced skills in communication, strategic insight, problem-solving, leadership, project management, analytical proficiency, and regulatory knowledge. This role is pivotal in improving customer service processes and ensuring outstanding customer experiences.
Must have:
- Expert communication skills are essential.
- In-depth understanding of customer service strategies.
- Mastery in resolving complex customer issues.
- Strong ability to guide and develop team members.
- Skilled in planning, executing, and managing projects.
- Advanced capability in data analysis and metrics evaluation.
- Expert understanding of QA standards and practices.
- Thorough knowledge of industry regulations and compliance.
5 skills required
Job Details
About the Role:
As a Customer Service Coordinator, you will utilize your extensive knowledge and advanced skills to manage and resolve complex operational and administrative challenges. You will be a key player in improving customer service processes and ensuring outstanding customer experiences at a strategic level.
Responsibilities:
• Resolve high-impact and complex customer issues.
• Develop and implement customer service strategies.
• Lead and coordinate large-scale projects aimed at process improvement.
• Provide expert advice and guidance to junior associates and supervisors.
• Create and deliver in-depth training programs.
• Monitor and evaluate performance metrics to identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer satisfaction.
• Ensure compliance with company policies and industry regulations.
• Implement and monitor quality assurance standards.
• Serve as a subject matter expert in operational and administrative processes.
Skills:
• Expert Communication: Exceptional ability in all forms of communication.
• Strategic Insight: In-depth understanding of customer service strategies.
• Advanced Problem-Solving: Mastery in resolving complex and high-impact issues.
• Leadership & Mentorship: Strong ability to guide and develop team members.
• Project Management: Skilled in planning, executing, and managing large-scale projects.
• Analytical Proficiency: Advanced capability in data analysis and metrics evaluation.
• Quality Assurance: Expert understanding of QA standards and practices.
• Regulatory Knowledge: Thorough knowledge of industry regulations and compliance.
• Requires extensive knowledge and has advanced skills and expertise in operational or administrative processes and activities
• Generates potential solutions to complex operational or administrative problems; looks beyond the immediate problem to the broader implications of actions or decisions
• Completes operational or administrative work with minimal supervision; may work autonomously without established procedures and practices
• Communicates important and/or sensitive information and negotiates with higher levels in other departments and/or outside organizations
• May coordinate the work of others, but is not a supervisor
As a Customer Service Coordinator, you will utilize your extensive knowledge and advanced skills to manage and resolve complex operational and administrative challenges. You will be a key player in improving customer service processes and ensuring outstanding customer experiences at a strategic level.
Responsibilities:
• Resolve high-impact and complex customer issues.
• Develop and implement customer service strategies.
• Lead and coordinate large-scale projects aimed at process improvement.
• Provide expert advice and guidance to junior associates and supervisors.
• Create and deliver in-depth training programs.
• Monitor and evaluate performance metrics to identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer satisfaction.
• Ensure compliance with company policies and industry regulations.
• Implement and monitor quality assurance standards.
• Serve as a subject matter expert in operational and administrative processes.
Skills:
• Expert Communication: Exceptional ability in all forms of communication.
• Strategic Insight: In-depth understanding of customer service strategies.
• Advanced Problem-Solving: Mastery in resolving complex and high-impact issues.
• Leadership & Mentorship: Strong ability to guide and develop team members.
• Project Management: Skilled in planning, executing, and managing large-scale projects.
• Analytical Proficiency: Advanced capability in data analysis and metrics evaluation.
• Quality Assurance: Expert understanding of QA standards and practices.
• Regulatory Knowledge: Thorough knowledge of industry regulations and compliance.
• Requires extensive knowledge and has advanced skills and expertise in operational or administrative processes and activities
• Generates potential solutions to complex operational or administrative problems; looks beyond the immediate problem to the broader implications of actions or decisions
• Completes operational or administrative work with minimal supervision; may work autonomously without established procedures and practices
• Communicates important and/or sensitive information and negotiates with higher levels in other departments and/or outside organizations
• May coordinate the work of others, but is not a supervisor
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
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About The Company
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.
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