Key Responsibilities:

Manage and mentor a team of customer service representatives, providing guidance, support, and performance feedback.

Handle complex customer inquiries and escalations, ensuring timely and satisfactory resolutions.

Develop and conduct training programmes to improve team performance and customer service skills.

Monitor team performance through metrics and KPIs, identifying areas for improvement and implementing corrective actions.

Continuously evaluate and improve customer service processes to enhance efficiency and customer satisfaction.

Work closely with other departments, including sales and operations, to ensure seamless service delivery.

Prepare and present regular reports on customer service performance, trends, and issues to senior management.