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
• 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. '