Adobe

Customer Experience and Process Analyst (Customer Care) (BB-DB2F9)

Encontrado en: Neuvoo Bulk CR

Descripción:

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

To join team that provides agents with the right processes and tools to provide excellent support our customers globally.

What you'll Do

Assist with finding opportunities with tools, process and agent workflows that continuously improve the efficiency of agents globally.

Act as a member of a Global Committee that reviews all requests for change to Support, driving forward the largest levers for agent efficiency and customer satisfaction.

Work closely with extended Customer Experience Teams to both define and improve the end to end experiences of Adobe Support Customers.

Work with internal groups within the Customer Experience organization as well as external groups within Adobe on joint initiatives.

Primary Agent Experience Analyst for our CRM Tools and Phone System.

Project manage support delivery initiatives as required.

In alignment with the Process and experience team, drive our internal communication strategy to agents through various mediums.

What you need to succeed

  • Degree or 5 years of equivalent practical experience
  • Experience in Call Center environments or similar
  • Excellence communication skills
  • Ability to understand what to measure to show success metrics
  • Knowledge of root cause analysis
  • calendar_todayhace 1 día

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    location_onSan José, Costa Rica

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