Responsible for planning, implementing, and supervising all customer service activities; building an efficient operational system; and developing the team to deliver exceptional customer experience.

1. Develop and optimize customer service operations: Review, design, and continuously improve operational processes. Create, update, store, and manage documentation, scripts, and guidelines for all support channels to ensure consistency and operational efficiency. 
2. Measure, analyze, and enhance customer experience: Establish performance indicators (KPIs/SLAs); monitor and evaluate service quality and customer satisfaction (CSAT) to ensure targets are met. Conduct root-cause analysis and propose solutions to improve service quality. 
3. Manage, train, and develop the customer service team: Oversee recruitment, task assignment, performance management, and evaluation. Develop training plans, enhance professional skills, identify high-potential employees, and build a succession pipeline. 
4. Data analysis and reporting: Collect, consolidate, and analyze customer service data and customer feedback. Prepare both periodic and ad-hoc reports, providing insights to support decision-making and strategic improvements.

• Minimum 05 years of experience in customer service.
• At least 02 years in a supervisory or managerial role.
• Strong understanding of customer service operations.
• Experience working with technology platforms is an advantage.
• Positive, proactive attitude; ability to work under pressure (calls, targets, escalations).
• Calm and composed when handling customer requests or complaints.
• Willingness to learn and continuously improve skills.
• Strong leadership, problem-solving, and team management skills.
• Proficiency in office software.
• Conversational English.
• High sense of responsibility.