Responsibilities: Ensure smooth day-to-day operations and consistency of best service attitude to clients
Ensure the customer service team maintain good company image
Improvise, implement, and propose to the improvement of work procedures
Plan and conduct on-job-training for new employees and/ or existing team members
Manage the Customer Service Team
Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received
Proper understanding of the industry and services provided, giving clients a clear information on what they require
Deliver top-notch quality service to clients
Ensure guidelines, policies and other procedures are aligned
Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions
Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultati...