This role is a key role in supporting the goal of providing our company s customers with a world-class experience.
In particular, head the Call Center Agent to address customer queries, request and complaints and recommend improvements in long-term operations, analyzes operational performance and develops creative initiatives to improve the customer experience.
This role is also responsible for managing physical ambience of every customer location to ensure every customer area is standardized and represents our brand
To include:
Supervise a team of agents (in-house or outsourced) to answer calls/ handle customer inquiries/ route calls to appropriate department/ document all call information according to standard operating procedures.
Monitoring service levels and contact center volumes to make recommendations for real-time queue management
Responsible to attending customer grievances and escalating to relative teams
Interfaces with almost all groups of company, leveraging information gathered from customer feedback and desires.
Ensuring that contact center meets daily and interval goals
Implementing Customer Retention measures according to company s CRM strategy
Implementing customer win-back strategies
Implementing CRM campaigns
Creating analyses and reports as and when required by Management.
Visiting and inspecting all customer locations and ensuring all are well maintained and the ambience meets the company standards.
Inform and Liaise with the facility management team for issues that need immediate fixing.
Qualifications
BSc in Business,Marketing, Organizational Psychology or similar field
Professional qualification in related field
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