JOB SUMMARY:

The Customer Care Center Manager is responsible for the day-to-day management of the front end customer service transactions by walk-in, by mail/e-mail or by phones, overseeing the functioning of the call center staffs and support appropriate equipment. Responsibilities include planning, staffing, organizing, training/coaching, and supervising to ensure the highest level of customer service with accurate and timely completion of all customers (clients, agents and internal personnel).

RESPONSIBILITIES:

• Support volume growth of Customer Care Center in every channel and manage daily performance according to the KPIs control.
• Support Inbound call volume growth related to company growth target, new digital initiative
• Analyze report and prepare proactive solution to improve team service
• Improve service level and abandon rate
• Answering inbound call service of high volume during peak times
• Supporting customer service for complicated case handling and advise for difficult cases with team

JOB SUMMARY:

The Customer Care Center Manager is responsible for the day-to-day management of the front end customer service transactions by walk-in, by mail/e-mail or by phones, overseeing the functioning of the call center staffs and support appropriate equipment. Responsibilities include planning, staffing, organizing, training/coaching, and supervising to ensure the highest level of customer service with accurate and timely completion of all customers (clients, agents and internal personnel).

RESPONSIBILITIES:

• Support volume growth of Customer Care Center in every channel and manage daily performance according to the KPIs control.
• Support Inbound call volume growth related to company growth target, new digital initiative
• Analyze report and prepare proactive solution to improve team service
• Improve service level and abandon rate
• Answering inbound call service of high volume during peak times
• Supporting customer service for complicated case handling and advise for difficult cases with team