Job Description

(Proven experience in Outbound Sales or customer retention in BPO Industry with at least a minimum of 2 years of experience)

Job Description:
Role & responsibilities

• Overseeing a team of customer support officers providing guidance direction and support
  to ensure efficient handling of customer inquiries and issues via available platforms.
• Monitoring team performance metrics such as response time resolution time
  customer satisfaction scores and quality of responses to ensure adherence to service
  level agreements (SLAs) and KPIs.
• Building and maintaining positive relationships with clients stakeholders and internal
  teams to ensure alignment of goals expectations and service delivery standards for the
  email/chat process.
• Developing and implementing strategies to streamline email/chat processes improve
  productivity and enhance overall efficiency while maintaining high-quality customer
  interactions.
• Generating regular reports and analysis on email/chat performance metrics trends and
  improvement opportunities to identify areas for enhancement and make data-driven
  decisions.
• Ensuring compliance with company policies data protection regulations and industry
  standards in aspects of the email/chat process data security privacy and confidentiality.