01Responsibilities
Oversee daily customer service operations and team performance.
Train, mentor, and develop customer support representatives.
Handle customer escalations and complex service issues.
Develop and implement customer service policies and best practices.
Monitor KPIs such as TAT, response time, resolution rate, and customer satisfaction
s cores
Analyze customer feedback to identify service improvement prospects.
Collaborate with sales, marketing, and product teams to improve customer
experience.
Manage customer support tools and online data updates.
Ensure compliance with company policies and industry regulations.
Stay updated on customer service trends and technologies.
Supervising and training customer service representatives.
Developing and implementing customer service policies and procedures.
Monitoring customer satisfaction and handling escalations.
Analyzing customer feedback and improving support strategies.
Collaborating with sales and product teams to enhance customer experience
Requirements
Skill
02Requirements
Proven experience as a Customer Service Manager or Support Lead.
Robust knowledge or ability to learn and use CRM software.
Excellent problem-solving and conflict resolution skills.
Ability to lead, train and motivate a service team.
Robust communication and interpersonal skills.
Experience in analyzing customer data and implementing service improvements.
Ability to handle high-pressure situations and escalations.
Knowledge of customer service best practices and industry standards.
Education
