

Leading company in sustainable technology solutions.
Conduct quality audits, prepare reports, and ensure SLA compliance
Coordinate with Finance for payment reconciliations
Coach and mentor junior staff through training and feedback
Preparing and interpreting service and performance report
Ensuring adherence to defined SLAs and internal control
Monitor and report performance, identifying process gaps
Manage online customer transactions, escalations, and ensuring SLA adherence and CRM accuracy
Managing customer requests, renewals, and escalations through CRM and digital channel
Conducting training and feedback sessions for junior staff
Identifying opportunities for automation and workflow enhancement
Ensure compliance with information security policies
Participate in CRM testing and rollout initiatives
Handling complex cases, ensuring quality and professional communication
Responsible for overseeing and managing customer service operations through CRM and digital service platforms, escalations, and online transactions. Ensures adherence to SLAs, accuracy of records, and timely case resolution. Supports process improvement, provides coaching to junior staff, and drives satisfaction through quality monitoring, reporting, and system enhancement participation.
Provide performance insights to management through reports
CRM System Proficiency
Nope
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