§ Develop and implement technical customer service policies and procedures in line with our quality expectations
§ Should be able to define targets based on call quality, connectivity, CSAT and other relevant metrics for teams
§ Should be able to define and implement call flows, SOP for incoming channels such as calls, emails, Web and social enquiries
§ Direct the daily operations of the technical customer service team
§ Recommend and ensure industry standard resources and tools for quality technical customer service delivery
§ Handle complex and escalated technical customer service issues
§ Identify and implement strategies to improve quality of service, productivity and efficiency
§ Should have experience in managing projects and initiatives for on-boarding new customer service lines into the existing SOP and streamline the operations
§ Identify and address team training and coaching needs
§ Evaluate and performance manage staff
§ Liaise with management to support and implement growth strategies
§ Analyze relevant metrics to determine technical customer service outputs
§ Monitor accuracy of reporting and database information
§ Track customer complaint resolution
§ Plan, prioritize and delegate work tasks to ensure proper functioning of the department
§ Define and communicate technical customer service standards
