Job Description

Job Title:

Job Description

Key Responsibilities:

• Oversee and manage daily operational activities to ensure smooth workflow and adherence to service level agreements (SLAs).
• Provide guidance and support to junior representatives, including training and mentoring.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution in term of data reporting
• Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Prepare and present operational reports to management, highlighting key performance indicators (KPIs) and areas of concern.
• Participate in the development and implementation of operational strategies and initiatives.

Qualifications:

• Minimum of 2 years of experience in customer service
• Proficient in Microsoft Office Suite and other relevant software
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work well under pressure and prioritize multiple tasks.
• Detail-oriented and highly organized.
• Adaptability and flexibility in a fast-paced environment.
• Independent working style with minimal supervision

Desired Skills:

• Ability to remain calm and composed under pressure.
• Positive attitude and willingness to learn and adapt.
• Strong interpersonal skills and the ability to work effectively in a team environment.
• Adaptability to changing situations and willingness to take on new challenges
• Advanced level in Microsoft Excel will be an advantage

Location:

Language Requirements:

Time Type:

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