Responsibilities :

- Plan and coordinate customer care activities to achieve Company goals for responsiveness, accuracy, efficiency, and overall customer satisfaction.

- Effectively resolve customer enquiries in a considerate and timely manner, composing thoughtful, personalized responses for a variety of customer requests.

- Define and monitor customer satisfaction metrics regularly.

- Define and monitor SLAs for responsiveness and resolution of customer issues.

- Develop and establish procedures and policies governing customer correspondence and the handling of customer complaints.

- Handle escalations of customer support issues effectively.

- Oversee the investigation of complaints, such as those concerning quality of service in connection with any product or service offered.

- Analyze reports of findings and recommend response to complaints, considering nature and complexity of the complaint, requirements, and actions of subordinates to ensure settlements are made correctly.

- Execute reviews of all associated processes and provide performance report to the management to ensure that the highest quality customer service possible is achieved.

- Identify the need for, define, and lead other process and tool improvement initiatives that will help to further strengthen our customer experience.

- Understand the digital environment and evolving service tools and platforms used to improve online presence.

- Manage and grow teams to effectively handle volume of support requests over time.

- Educate the team to deliver what customers need and to continually improve the team's efficiency and effectiveness.

- Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

- Work with other teams in the organization to mitigate and reduce incidences of customer support requests.

Skills :

- Should have excellent written and verbal communication skills.

- Should be extremely organized and efficient, with strong attention to detail.

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