Job Responsibilityo Overseeing Customer Service operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
o Ensure good quality of services and strict adherence to processes.
o Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
o Participate in recruitment activities (screening, interviewing).
o Act as a backup of Head of CS Ops, if needed
o Day to day responsibilities include:
o Provide performance monitoring of KPIs, identify trends and issues in Service quality
o Conduct weekly, monthly, and quarterly performance reviews
o Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
o Conduct process update/improvement projects and workshops
o Timely communicate business updates, policy changes, and any relevant information to stakeholders
Job RequirementsJob Benifits
