Lead the customer care team and oversee the daily operations of the customer care team
Develop intervention strategies to mitigate gaps in service delivery
Drive customer attraction and retention strategy to improve loyalty
Audits customer service procedures and trends to determine system improvements.
Monitor and ensure timely resolution of all customer issues.
Consistently review on existing service procedures, policies and standards
Develop and implement changes to improve customer service experience and facilitate organic growth
Recruit, mentor and develop customer care executives
Work closely with internal departments to improve service quality and service recovery process
Perform other administrative duties as assigned
Requirements:
Bachelor Degree with 2-3 years of relevant experience
Minimum 1 year of leadership experience
Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation
Customer-centric mindset with a passion for delivering exceptional experiences
Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment
Able to work independently and collaboratively in a fast-paced environment
