Universal CRT Agent

About the role

The Universal CRT Agent is a flexible team member who supports several operational functions within the CRT organization depending on business needs. The role calls for learning and performing a variety of processes while keeping quality, productivity and customer focus high, and for proactively spotting ways to improve processes, efficiency, quality and customer experience.

Key responsibilities

• Perform various CRT functions based on business priorities, learn multiple workflows and process work accurately and efficiently.
• Research and analyse to resolve operational issues and ensure compliance with policies, procedures and quality standards.
• Investigate operational challenges, escalate issues when needed and contribute to root cause analysis.
• Identify opportunities to improve processes, test and implement approved improvements, and share ideas that boost productivity, quality and customer experience.
• Work with teammates and stakeholders, share best practices, help with process documentation and support cross-training.

Required profile

• High school diploma required; associate's, technical or bachelor's degree, or equivalent work experience, preferred.
• Typically 0-2 years of experience in customer support, back-office operations, order management, business operations or a related field.
• Ability to learn new processes and adapt to changing needs; experience in a fast-paced environment with multiple priorities preferred.

Required skills

• Analytical thinking, attention to detail, problem solving and process improvement.
• Customer support, quality management and stakeholder collaboration.
• Microsoft 365 applications and Microsoft Excel; SAP applications preferred.