Role Description:Understand and address the needs of both internal and external customers by delivering high-quality service and ensuring an excellent customer experience in a professional and efficient manner.
Responsibilities:- Oversee the handling of customer inquiries and complaints, ensuring proper guidance and resolution.
- Supervise responses related to services, processes, and internal systems.
- Coordinate with relevant departments to resolve complaints, reports, and customer feedback.
- Monitor and follow up on assigned cases to ensure timely closure.
- Prepare periodic reports on customer issues and recommend improvements.
- Analyze recurring issues and implement solutions to enhance customer experience.
- Manage and lead the customer care team, improving performance and service quality.
- Handle escalated complaints and take appropriate actions (refunds, compensations, corrective actions).
- Measure customer satisfaction through surveys and analyze results.
- Monitor customer feedback on social media and maintain the company’s reputation.
- Develop and implement strategies to improve customer service standards.
Requirements & Qualifications:- Bachelor’s degree in Business Administration, Marketing, or a related field.
- At least 5 years of experience in customer service.
- At least 2–3 years in a managerial or supervisory role.
- Previous experience in customer service or customer support.
- Proven experience in team management and leadership.
- Strong communication and interpersonal skills.
- Analytical thinking and decision-making ability.
- Strong problem-solving skills and ability to work under pressure.
- Ability to build and maintain strong relationships with customers.
- Familiarity with CRM systems and basic computer applications.
