Provide solutions and initiative and understand customer’s need to improve customer experience

Ensure high customer satisfaction level to retain customers

Manage daily complaints and ensure timely resolution

Handle and assist escalated cases until customer is satisfied

Monitor and enhance the overall CS team members’ performance

Assess and evaluate CS member’s performance and set their development plans

Ensure having a succession plan in place

Identify and propose training for team members

Set KPI’s and conduct annual performance review for CS members

Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated

Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience

Keep team engagement, motivation and other activities.