Customer Service Coordinator - International BPO/Voice Support Experience is must - Remote (WFH)

Location: IND-Pune-Smartworks

Remote Type: Hybrid (8 days/month)

Time Type: Full time

Job Description

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
 

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.