Duties: Provide daily operational, planning, and administrative support to the Head of Operations and Customer Service
Contribute to the development, implementation, and continuous improvement of customer service policies, processes, and SOPs to ensure consistent service standards
Monitor and assess operational performance, identify service gaps, and propose improvement initiatives
Prepare reports, presentations, and operational documents for management review and decision-making
Lead, coach, and supervise a team of Customer Service Trainers to ensure effective onboarding and continuous capability development
Conduct regular check-ins, performance reviews, and coaching sessions to enhance team effectiveness
Support manpower planning, scheduling, and deployment in collaboration with the department head
Foster a positive, accountable, and customer-centric service culture within the team
Plan and execute customer service training programmes across operational syste...