IT Recruiter at Fraank Systems
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Customer Service Role - IT (5-6 yrs)
- Graduates
- Flexible with rotational Shifts and week off
- On paper, 2+ years' experience as a Team Leader with overall, 5+ years' experience should be there.
- Should be from the customer service voice process.
- Good communication and interpersonal skills
- Self-driven, enthusiastic and result orientated
- Well versed with Team and KRAs, Attrition and Shrinkage management, Feedback and coaching
- Mentoring team to help them achieve individual and team objectives.
- Oversee the day-to-day operations of the customer service team to ensure timely and effective resolution of customer inquiries, complaints, and escalations.
- Monitor team performance metrics such as response times, resolution rates, and customer satisfaction scores.
- Identify areas for improvement and implement strategies to enhance the quality of customer service delivery.
- Handle escalated customer issues and complaints with professionalism and empathy, striving for swift and satisfactory resolutions.
Process Improvement :
- Continuously review and streamline customer service processes to optimize efficiency and effectiveness.
- Identify opportunities to automate tasks or implement new technologies to improve the customer service experience.
- Collaborate with cross-functional teams, such as product development and marketing, to address customer feedback and improve products/services.
