Customer Service Manager

Role & responsibilities

• Ticketing and Escalation Management: Oversee ticketing systems and ensure prompt resolution of customer queries and escalations.
• Data Management: Securely update and maintain customer Personally Identifiable Information (PII).
• Complaint and Request Tracking: Manage and resolve customer complaints and requests within set timelines.
• Call Recording & Service Metrics: Implement systems for interaction recordings and monitor CSAT scores and feedback for continuous improvement.

Preferred candidate profile

• Proven experience in customer service leadership.
• Strong expertise in ticketing systems and compliance with data regulations.
• Analytical mindset with excellent communication and problem-solving skills