Job Description

Provide Direct Customer Support through various channels.
Investigate and resolve customer complaints and queries – particularly escalated ones.
Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
Continuously monitor the performance of the team, and craft tailored development plans for each member.
Train and coach newcomers, and provide the required training sessions for existing employees frequently.
Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
Create a healthy and comfortable work environment.
Conduct coaching sessions and 1:1s in an organized manner.
Monitor chats/calls/tickets either live or saved and provide feedback.
Support Process Improvement and contribute to process optimization.
Support team members by answering questions and providing knowledge or solutions.
Monitor adherence and conformance to shifts and schedules.
Participate in the budget build-up.

Proven working experience as a Customer Service Manager, Retail Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases and toolsAwareness of industry’s latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Business Administration or related field

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Post date: 24 February 2024

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