Oversee the daily operations of the customer service center, including workforce scheduling, shift planning, and resource allocation to ensure operational efficiency and achievement of Service Level Agreements (SLAs).
Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.
Engage customers across calls, emails and walk-ins to understand their needs, concerns and context, and deliver personalised and contextualised advice that supports informed decision-making