Customer Support

• Manage service function operations while focusing on enhancing a customer-centric culture across the business.
• Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability, results, and flexibility to meet or exceed customer expectations.
• Enable managers to guide teams effectively, fostering team work within a merit-based network.
• Evaluate and optimize the workforce to ensure the right capacity and skills mapping within the call center structure, delivering best-in-class assistance across all service lines and products.
• Ensure clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.
• Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs.
• Continuously document recommendations and drive implementation to guarantee improved performance.
• Proactively develop and implement systems and projects that ease customer access to products and services, assisted by monitoring, tracking, and reporting on the viability of resources, systems, and remote functions.
• Ensure timely billing and vendor management of call center operational costs while driving cost-optimization initiatives. Work with with Telcos to provide services required for remote working.
• Continuously review outgoing customer communications for approval before release.
• Steer the customer onboarding team towards sustained success in customer satisfaction and experience.
• Evaluate customer trends and performance data to make informed choices about operational and procedural changes.
• Strategically drive team engagement to promote inclusion and ensure productivity with fully remote teams through periodic feedback loops.
• Partner with other company functions to define and implement successful programs and oversee call center growth.
• Manage staff disciplinary issues where coaching and training have failed to improve performance, ensuring sufficient documentation for key stakeholders.
• Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
• Document all absences and ensure records are updated on available systems and trackers.
• Develop a tracking system to establish and identify noticeable trends.
• Maintain accountability across team members and managers, involving HR for disciplinary actions where applicable.
• Maintain proper control of shrinkage, ensuring both planned and unplanned shrinkage do not exceed 35% of total headcount for each team/function.
• Ensure smooth workflows for remote work, including timely follow-up and resolution of issues, and implement hybrid work where applicable.
• Manage and evaluate performance appraisals for Madagascar customer engagement functions, including quarterly performance reviews.
• Maintain hourly, daily, weekly, and monthly performance tracking with a strict follow-up system.

Customer Service Manager

Customer Service Executive

Customer Service Manager

Customer Service Executive