Key Responsibilities
Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.
Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.
Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.
Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.
Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.
Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.
Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.
Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.
Compliance: Analyze and resolve customer complaint sent to regulator