Cefaly

Customer Support

• Actively handle customer inquiries, escalations, and complex cases across phone, email, and digital channels
• Serve as the primary escalation point for internal representatives and external call center agents
• Directly manage internal customer service representatives, including hiring, onboarding, training, and performance management
• Define performance expectations, SLAs, and quality standards
• Create, document, and maintain customer service SOPs, workflows, and work instructions
• Define, implement, and track customer service KPIs, including Average Speed of Answer (ASA), Average Handle Time (AHT), First Contact Resolution, CSAT/NPS, call abandonment rate, and complaint trends

Customer Service Manager