Posted:1 month ago|
Platform:
Work from Office
Full Time
Team Supervision: Lead, mentor, and supervise a team of customer support representatives to meet and exceed performance metrics (e.g., CSAT, response time, resolution time).
Training & Development: Provide ongoing training, performance feedback, and professional development opportunities for team members.Performance Monitoring: Track team KPIs, generate reports, and implement improvement strategies.Escalation Handling: Manage complex or escalated customer issues with professionalism and efficiency.Process Improvement: Identify trends and propose improvements to processes, policies, and systems to enhance the customer experience.Collaboration: Work closely with other departments (e.g., Sales, Product, Engineering) to ensure customer issues are resolved quickly and thoroughly.
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