The Customer Care team supportsthe evolving engagement model with customers as we transform to amulti-category, multi-brand company.
We put customers first.
With the customer’s experience inmind, we strive to exceed expectations and accelerate continuous improvementleveraging a LEAN approach.
The team is looking for someone withthe passion and energy to be the advocate for our customers and drive change toensure we exceed our customer’s needs and expectations.
The Global Account Manager is thedirect linkage between the Business Group and the Customer Care teamrepresenting the voice of the customer throughout the product lifecycle.
This position requires a can doattitude’ as well as a demonstrated ability to understand cause and effect and to drive continual improvement in a cross-functional team setting.
This role will have both strategic and tactical elements, representingthe customer to internal and external groups as needed.
Additionally, therole will include actively participating in NPI’s (New ProductIntroduction), fast tracked launches, software releases, and sustainingactivities.
You would be the point of contact for the client’s launch andsustaining related activities.
Primary CustomerCare Job Responsibilities :
Execute Customer Care strategy and drive the implementation across the Customer Care team
Actively participate in NPI’s (New Product Introduction), fast tracked launches, and software releases and sustaining activities, such as :
Facilitate, communicate and monitor project progress to ensure deployment is completed on time
Product and software testing to provide feedback and issue identification
Partner and develop training content to a varied audience
Assist or lead training delivery
Create, develop, and publish launch and sustaining FAQs based on launch requirements, insight reports and rapid issue identification
Support website publishing (products, software, and FAQs)
Provide insight reports on product performance and issues to ensure rapid issue identification and resolution
Determinesimprovements related to product and operational issues through analytics.
Handle escalations, both internal within TTEC and from client side, such as, but not excluding;
Product / software requests
Product / software issues
Customer Care expert for product / software roadmaps and product development strategies.Support post-product-launch (sustaining) efforts :
Engage with the broader organization to understand field performance, trends, top escalations and call types
Articulate product performance issues, customer needs and solutions through aggregated post-sale product performance data and analytical insight.
Work individually and / or with Customer Care analytics team to acquire structured data and design functional reports to fulfill analytic needs.
Act as top-level escalation point for call center agents; coordinate and manage escalations to the Business Group and quality organizations.
Partner with BG and external partners to provide scalable and sustainable / current content for FAQs, Job Aids, and agent up-trainings.
Quarterly Business Review preparation and execution
Escalate system level issues to the appropriate systems / IT support / vendor team.
Communicate and document key program requirements and status to clients, internal team members and other key stakeholders.
Partner with internal and external teams, stakeholders and senior executive level parties
Assist and participate actively in ad-hoc projects
Knowledge andSkills :
Deep understanding of PC Gaming and PC Gaming Peripherals
Strong demonstrated business acumen and strategic / tactical business judgment.
Technical aptitude with a high degree of self-motivation.
Strong team player who operates with high levels of integrity, trust and respect for the individual. Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization.
Proven project management capabilities with laser focus on delivering against commitments.
Excellent communication skills (written, oral, presentation) at all levels of the organization.
Strong analytical skills with the ability to utilize data / analyses to influence change and drive business direction.
Excellent interpersonal skills. Responsive to customer and business requests.
Outstanding listening and process diagnosing skillsets and an ability to create ethical and effective solutions in a team environment.
High energy & enthusiasm to establish new approaches to enhance customer experiences.
Must thrive in a fast-paced environment.
A self-starter who with ability to handle peak periods in a positive and optimistic manner
Desire to have fun and laugh while getting the job done
Passion for PC Gaming, PC Gaming Peripherals, PC Gaming Industry
BS / BA degree in technical field or equivalent work experience. Advanced degree a plus
Project Management certifications and / or experience
Strong and verifiable knowledge of customer care processes and techniques
Call center operation experience / knowledge a plus
Use of Business Analytical tools and methods (Excel, Power BI, MS Package)
TTEC is proud to be an equal opportunityemployer. TTEC embraces and is committed to building a diverse and inclusiveworkforce that respects and empowers the cultures and perspectives within ourglobal teams.
We strive to reflect the communities we serve by not onlydelivering amazing service and technology, but also humanity. We make it apoint to make sure all our employees feel valued and comfortable being theirauthentic selves at work.
As a global company, we know diversity is ourstrength. It enables us to view projects and ideas from different vantagepoints and allows every individual to bring value to the table in their ownunique way.
But don't take our word for it - check out some our women inleadership and diversity awards on TTECjobs.com.