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Description of job position

  • Analyzing customer feedback, support tickets, and service metrics to identify trends and areas for improvement.
  • Collaboration with cross-functional teams to develop strategies to enhance customer service processes.
  • Monitoring customer service performance using key performance indicators (KPIs) and provide actionable insights to improve efficiency.
  • Conducting root cause analysis on recurring customer issues and recommend solutions to reduce problem recurrence.
  • Creation and maintaining reports on customer service metrics, performance, and satisfaction levels.
  • Assistation in the development of training materials and programs to improve team performance and customer interactions.
  • Providing support for escalated customer inquiries, ensuring timely resolution and excellent service.
  • Evaluation customer service tools, systems, and processes, recommending improvements or upgrades where necessary.
  • Preparation regular performance reviews and present findings to management and stakeholders.