To supervise and guide the customer service officers in their daily work handling inbound calls from customers across all products in ensuring all customers enquiries and complaints are resolved in a timely and effective manner
To liaise with other departments in resolving customers issues
To identify service gaps and escalating to Inbound Manager to improve customer experience and reduce cost
To oversee outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers experience
To lead and coach staffs to meet established Key Performance Indicators
