Job Duties & Responsibilities:
Team Leadership & Development
Lead Chat Support and Outbound L1 Support teams, fostering high performance and continuous growth.
Mentor team members, conduct performance reviews, and provide regular updates on process or service changes.
Drive improvements in APS and overall team effectiveness.
Issue Resolution Oversight
Oversee timely resolution of technical issues via social media and manage escalations from Chat Support, Sales, Billing, and Branch teams to ensure customer satisfaction.
Performance Monitoring & Reporting
Monitor team KPIs (FTR, response/resolution times, CSAT) and present actionable reports to management for performance optimization.
Cross-Functional Collaboration
Collaborate with Sales, Billing, Technical Support, and Branch teams to ensure seamless service delivery and issue resolution.
Process Improvement & Reporting
Identify and implement process enhancements in collaboration with CXIT.
Prepare weekly/monthly reports and analyze recurring issues to support long-term solutions and operational efficiency.
Training & Knowledge Management
Design and lead training programs, promote knowledge sharing, and ensure access to up-to-date resources for effective customer service.
Quality Assurance & Customer Satisfaction
Maintain high-quality standards in all customer interactions and use feedback to drive service improvements.
Technology & Tool Optimization
Ensure optimal use of Omni-channel tools, collaborate with vendors, and support systems for efficient issue handling.
Customer Experience Enhancement
Analyze trends and feedback to recommend improvements in overall customer support experience.
Number of Vacancy(ies): 1
Qualification: Bachelor’s degree in Management, Technical or a related field.
Experience: Minimum of 2 years of experience in a customer service or technical support supervisory role.
Contract of Employment: 9.30-5.30
Job Location: Jawalakhel , Lalitpur
Skills and Knowledge:
