Responsibilities

• Lead, coach, and mentor the customer service team to deliver excellent service.

• Oversee daily operations, including customer inquiries, service issues, complaints, and escalations.

• Manage major client accounts, including contracts, service reviews, and relationship building.

• Prepare monthly performance and operational reports, monitor SOP adherence, and track KPIs.

• Analyze feedback, trends, and complaints to identify root causes and lead service improvement initiatives.

• Collaborate with Business Development and cross-functional teams to ensure smooth service delivery.

• Undertake additional responsibilities as assigned by management.

Requirements

• Min GCE ''O'' level , with 2 years of supervisory experience

• Strong adaptability, problem-solving, and analytical skills.

• Excellent communication skills.

• Able to thrive in a fast-paced environment