Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery
Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements
Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data‑backed solutions
Conduct data and case analysis to support decision‑making, continuous improvement, and overall customer satisfaction
Collaborate with cross‑functional teams (e.g., Product) to design and execute CS-related process improvement initiatives
Be responsible for promptly attending to and managing any ad‑hoc tasks or issues that may arise from time to time
Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
Provide training materials, such as CS quizzes, and sup...