
Senior Customer Service Professional
20 hours ago
This role requires an individual to lead and manage a team of customer support professionals, driving exceptional service delivery to our clients.
Main Responsibilities:- Team Supervision & Leadership: Direct day-to-day operations, delegate tasks, monitor queues, and ensure balanced shift coverage.
- Performance Management: Track individual and team performance against set metrics, conduct regular evaluations, provide feedback, and recognize top performers.
- Customer Interaction & Escalation Handling: Address high-priority cases, maintain a customer-centric approach, and engage with dissatisfied customers to regain trust.
- Training & Onboarding: Assist in new hire onboarding and training, deliver refresher sessions, and mentor junior staff.
- Process Improvement: Identify recurring issues or process bottlenecks and suggest enhancements to optimize workflow.
- Reporting & Documentation: Generate and analyze reports on support operations, track key metrics, and maintain accurate records.
- Cross-functional Collaboration: Liaise with sales, technical support, logistics, product, or IT teams to resolve customer issues effectively.
A minimum of 1 year of experience as a Customer Support Executive. Graduates from Diploma, BA, or 12th Pass (HSE) are eligible for this role.
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