Roles and Responsibilities · Coaches, lead, supervise and evaluate the center`s staff to deliver a high standard of customer service and organizes staffing, including shift patterns and the number of staff required to meet demand; Evaluates the performance of employees under his/her direct supervision. · Handle customer complaints and give proper feedback timely and proactively give solution to frequent customer complaints received based on analysis and reports done; help customer get the service they want in a very professional way; Make sure to open ticket for all customer complaints that need to be addressed through service desk tool. · Have full knowledge of the company service provides and convey them to customers. · Read, interpret, apply and explain codes, rules, regulations, policies and procedures. · Keeps accurate records of discussions or correspondence with customers and develops feedback or complaints collection procedures from customers. · Handle time keeping, shifting, leaves (annual, sick, maternity, etc.), etc. matters of the center in consultation with Human Capital. · Undertakes other duties as assigned by area manager |
Education
BA in Marketing, Management, Business Administration, Finance or related fields
Relevant years of experience required:
2 up to 4 years of experience
experience in financial technology companies, micro finance institutions is preferable.