Job Description

Leadership & Team Development

• Lead, coach, and develop the customer service team to achieve high performance
• Foster a customer-centric culture with clear service standards
• Provide ongoing training to enhance product knowledge and service skills

Customer Experience & Operations

• Develop and implement strategies to improve overall customer experience
• Oversee daily operations across calls, email, and WhatsApp
• Monitor feedback to identify trends and areas for improvement

Performance Management & Process Improvement

• Define and track KPIs (e.g., SLA, CSAT, resolution time)
• Identify gaps and implement process improvements to enhance efficiency
• Optimize workflows for faster response and better issue resolution

Escalation & Problem Resolution

• Manage escalated customer issues and ensure timely resolutions
• Develop action plans to minimize recurring issues

Stakeholder Management

• Collaborate with Sales, Product, and Operations to improve service delivery
• Act as liaison between customers and internal teams
• Streamline processes to enhance workflow efficiency

Job Requirements

• Minimum 5 years experience in customer service, preferably in tech or fast-paced environments
• At least 3 years’ experience managing a team of 20 or more staff
• Proven leadership with strong team management and coaching skills
• Proficient in CRM tools (HubSpot) and Excel
• Excellent communication and problem-solving skills
• Able to work under pressure and manage multiple priorities
• Self-motivated, proactive, and results-driven
• Open-minded, adaptable, and eager to learn
• Hands-on with an entrepreneurial mindset

Skills