Key Responsibilities

1. Team Supervision & Coaching
• Lead, mentor, and motivate a team of customer service representatives.
• Conduct regular coaching sessions to improve performance and service standards.
• Monitor individual and team KPIs (response time, resolution rate, customer satisfaction, etc.).
• Assist in training new team members.

2. Customer Support & Issue Resolution
• Handle escalated customer complaints and complex inquiries.
• Ensure all customer issues are resolved within defined SLAs.
• Follow up with customers to ensure satisfaction after issue resolution.

3. Operations Management
• Monitor daily operations, call/email/chat queues, and workload distribution.
• Ensure adherence to company policies, scripts, and quality guidelines.
• Optimize workflow and processes to improve efficiency.

4. Reporting & Performance Tracking
• Prepare daily, weekly, and monthly performance reports.
• Analyze recurring issues and suggest improvements.
• Report major concerns or operational challenges to management.

5. Cross-Department Coordination
• Coordinate with Sales, Technical, After-Sales, Finance, and other teams to resolve customer issues.
• Communicate updates and policy changes to the customer service team.

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