Responsibilities :
- Assist in developing and implementing customer experience strategies to improve overall satisfaction and loyalty .
- Monitor and evaluate the performance of customer service teams across multiple channels (call center, email, chat, social media).
- Ensure customer service standards and processes (SOPs) are properly implemented and consistently followed.
- Analyze customer feedback, complaints, and service metrics to identify pain points and improvement opportunities.
- Work cross-functionally with teams such as operations, product, marketing, and IT to resolve customer issues effectively.
- Prepare regular reports and dashboardsfor management on customer experience performance and KPIs.
- Lead or support customer-centric projects, including system enhancements or process improvements.
- Ensure the effective use of customer service platforms, CRM tools, and data analytics.
Requirements:
- Bachelor's degree in any field (preferably in Engineering, IT, or related disciplines).
- Minimum of 4 years experience in customer service or Call Center operations, with at least 2 years in a supervisory or assistant managerial role—preferably within the ISP or telecommunicationssector.
- Possess strong technical knowledge of ISP operations and networking fundamentals to effectively support and resolve customer issues.
- Strong leadership and communication skills with the ability to manage teams and influence across departments.
- Ability to process and analyze operational and customer service data to support decision-making and performance improvement.
- Proficient in using Microsoft Excel (pivot tables, formulas, data visualization) and/or reporting tools such as Power BI or Google Data Studio.
- Proficient in using customer service software (e.g., CRM, ticketing systems).
- Experience in handling omnichannelservice environmentsis an advantage.
- Customer-focused, detail-oriented, and able to manage multiple tasks under pressure.