Manager (In charge Call Center and Customer Satisfaction)

Call Center:

• Collaborate with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.

• Streamline call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.

• Evaluate data to identify trends and determine customer service needs.

• Improve customer satisfaction ratings by implementing effective call center strategies and employee training programs.

• Oversee the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.

Customer Satisfaction:

• Managed Branch Service running in an efficient and Profitable manner

• Maintained and Strengthened Service Quality of Frontline staffs, Tellers and Loan Officers.

• Planed and implemented customer engagement, Customer retention and train to improve customer satisfaction level.

• Monitored Branch’s atmosphere and service to meet the standard.

• Prepared and set criterial for branches Service KPI performance.

Bachelor in field of Marketing, Business, Management or a similar field/ equivalent

Intuitive to customers’ needs

Strong communication and interpersonal skills and the ability to build and maintain relationships

A background in customer service or sales is a plus

Must understand customer relationship management (CRM)

Ability to analyze and solve problems quickly

Ability to work well with others

Attentive to detail and organized

Must be self-motivated, flexible and able to manage several jobs at one time

Experience as a relationship handling, in customer service, or a similar role.

Customer-oriented.