About this role
Team Leadership: Supervise and support customer service representatives to ensure high-quality service and achievement of performance targets. Customer Escalation Management: Handle complex customer queries, complaints, and escalations through calls, emails, and chats to ensure timely resolution. Payment & Account Oversight: Monitor payment-related inquiries, resolve account issues, and ensure accurate communication regarding payment status and pending balances. Process Improvement: Identify service gaps, implement corrective actions, and drive continuous improvement in customer experience and operational efficiency. Coaching & Development: Train, mentor, and provide regular feedback to team members to enhance their product knowledge, communication, and problem-solving skills.