Job Details

Experience Needed:4 To 5 Years

Career Level:Experienced (Non-Manager)

Education Level:Not Specified

Salary:Confidential

Job Categories:

• Customer Service/Support

Skills And Tools:

CRMCustomer CareCustomer SupportMicrosoft Officecommunication skillsData Analysis

Job Description

• Oversee and resolve high-priority escalations and complex customer complaints to ensure customer satisfaction.
•  Monitor team productivity and ensure compliance with service level agreements (SLAs), average handling time (AHT), abandoned calls (Abd. Calls), and first call resolution (FCR).
•  Analyze agent performance metrics and compile detailed reports for the CRM Section Head, offering insights and recommendations for improvement.
•  Conduct call quality monitoring to maintain consistent service excellence and identify opportunities for coaching and development.
•  Define and communicate performance expectations, including schedule adherence, productivity targets, break management, and handling exceptions.

Job Requirements

• Bachelor’s degree in any related field
• Minimum 4-5 years of experience in customer service, support or any similar role.
• Familiarity with CRM systems
• Proficiency in Microsoft office Suite

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