Manage and oversee the day-to-day operations of the customer service team, including workflow planning, task delegation, and performance management
Implement and enforce standard operating procedures to enhance customer service quality and efficiency
Analyse customer feedback and data to identify areas for improvement and develop strategies to address customer needs
Provide coaching and mentoring to customer service representatives, fostering a positive and collaborative team environment
Collaborate with cross-functional departments to resolve complex customer inquiries and escalations
Develop and monitor key performance indicators to measure the effectiveness of the customer service operation
Contribute to the development and implementation of customer service initiatives and projects
19C0013
R2196393
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