Escalate Complex Issues: Recognise complex or unresolved issues and escalate them to the appropriate internal teams or senior support for further action.
Maintain Accurate Documentation: Record all customer interactions, transactions, and case updates accurately in the CRM system.
Support Continuous Improvement: Proactively identify service gaps or process improvement opportunities and provide feedback to enhance customer experience.
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• Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs), execution, and contingencies.
• Provide strategic plans to synergize mailboxes and escalation management to attain timely and professional deliveries with articulacy.
• Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
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