Effectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.
Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required. Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely
Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.