- CRM Operations Supervision:
- Oversee all daily CRM section duties, ensuring requests and tasks are processed accurately and on time.
- Review, confirm, and authorize CRM requests in line with company policies and procedures.
- Monitor and maintain the integrity of customer information and case records in the CRM system.
- Quality Assurance & Call Review:
- Review and upload recorded customer calls related to critical actions or high-impact cases.
- Ensure communication quality, professionalism, and compliance with company standards.
- Escalation Handling:
- Act as the main point of contact for customer escalations, ensuring prompt and effective resolution.
- Analyze escalation trends and provide recommendations to prevent recurrence.
- Coordinate with relevant departments (Operations, Compliance, Risk, etc.) to resolve complex issues.
- Staff Management & Development:
- Support, supervise, and evaluate CRM staff to ensure consistent service quality and productivity.
- Conduct regular coaching, performance appraisals, and feedback sessions for team members.
- Prepare and manage staff schedules to ensure optimal coverage and workflow efficiency.
- Train and onboard new CRM employees on systems, policies, and service standards.
- Motivate the team to meet key performance indicators (KPIs) and maintain high morale.
- Reporting & Analytics:
- Prepare and provide accurate daily, weekly, and monthly CRM reports (e.g., productivity, service levels, escalations, quality audits).
- Analyze CRM data to identify service trends, improvement areas, and staff performance patterns
Education: Bachelor’s degree in Business Administration, Finance, Information Systems, or related field.Experience: 4-6 years of customer service experience, with 1–2 years in a supervisory or team leader role, preferably in CRM or customer experience.Strong working knowledge of CRM software and data management best practices (Salesforce, Dynamics, or equivalent).Excellent leadership, communication, and analytical skills.▪ Languages: good in English.