Customer Support

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Communicate company goal, safety practice and ensure all employees remain engaged.
• Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
• Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
• Conduct performance review and provide appropriate feedback to team members.
• Perform periodic audits to ensure performance standards are met.
• Accountable for daily operations in department.
• Resolve loans and delinquencies to enhance departmental cure rate% results.
• Aim and achieve high Quality & NPS/Stella results (Over and above the set target).
• Maintain high employee productivity and teams phone performance metrics.
• Partner with other department (WFM, Training, HR, Dialer, Facilities etc.).
• Identify process breakdowns and offer corrective suggestions.

Team Lead, Customer Care Center – Resolutions

Customer Service Representative

Apprentice – Customer Care Executive

Catalogue Support Specialist

Customer Service Representative

Trainee Customer Service Support Advisor