Review rostering of staff to optimize resource utilization in order to maximize departmental capacity and flexibility to maintain operational effectiveness at all times
Handle customer’s escalation from CSAs and assist in problem resolution.
Frequent and consistent Communication with CS Advisors to created positive customer interaction e.g. implement the approved global CS program, compliance to SOP)
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Monitor team and individual performance closely on a daily and intraday basis, identifying performance gaps and key issues in a timely manner.
Develop and implement actionable improvement strategies, and follow up on their effectiveness to ensure continuous performance improvement.
Focus on improving overall team effectiveness and sales performance. Provide regular and personalized coaching, guidance, and feedback based on agents' performance, sales conversion, closing ability, and service-related issues.
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Highlight & escalate to team leader any abnormal issues/incidents that may impact to service levels.
Escalate/discuss with team leader any cases that not able to resolve/face any challenges with customers or stakeholders.
To adhere and deliver the service KPIs as per the monthly scorecard performance management and strict compliance of SOPs, company and regulatory guidelines/policies & standard requirements.
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Complete all administrative activities promptly and accurately while complying with internal procedures, service standards, and regulatory requirements.
Assist in the handling and resolution of customer complaints, ensuring issues are managed professionally and efficiently.
Develop and maintain strong knowledge of products, services, operating procedures, guidelines, and customer service practices to provide accurate information and support.
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Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.
Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
Maintain accurate and complete customer records and logs.
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