Customer Service Operations Associate

Customer Service Operations Associate

As a Customer Service Operations Associate, you'll engage in a range of operational and administrative tasks to enhance our customer service processes. You'll address customer inquiries, monitor operational performance, and collaborate with team members to ensure efficient service delivery. Building on your foundational knowledge, you will help improve our processes and ensure customer satisfaction. Responsibilities include overseeing basic workflow tasks, creating and interpreting simple operational reports, updating and maintaining standard operating procedures, providing first-line support, tracking and reporting on resource utilization and call volumes, conducting basic quality checks and auditing customer interactions, suggesting improvements for operational efficiency, helping coordinate and document training sessions, managing follow-up activities for unresolved customer issues, and offering support to team members on operational activities. Skills required include analytical skills, enhanced customer service capabilities, better understanding of workflow management, attention to nuanced details, capability to create and interpret basic reports, efficient handling of multiple tasks, improved problem-solving abilities, and familiarity with more advanced office and operational software. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Equal Employment Opportunity: Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.