Key Deliverables of the Job:

Team Leadership:

• Lead and manage executives to achieve departmental goals.
• Provide coaching, guidance, and feedback to team members to enhance performance.
• Monitor team performance and provide regular performance evaluations.
• Ensure adherence to company policies and procedures.
• Conduct regular team meetings to discuss goals, challenges, and improvement opportunities.

Customer Service:

• Handle escalated customer inquiries and complaints.
• Ensure timely and effective response to customer queries via phone, email, and chat.
• Monitor customer interactions to ensure quality and adherence to standards.
• Coordinate with other departments to resolve customer issues promptly.

Operations Management:

• Manage the day-to-day operations of team.
• Ensure accurate and timely logging of customer interactions and updates in the ERP software.
• Prepare and analyze reports on team performance and customer feedback.
• Identify areas for improvement and implement strategies to enhance customer satisfaction.

Training and Development:

• Provide training to new team members on company policies, procedures, and CRM tools.
• Conduct regular training sessions to enhance the skills and knowledge of the team.
• Keep abreast of industry trends and best practices in customer service.