Team Leader - Customer Care
Starlink
Qatar,Doha,Doha
منذ 4 يوم
source : drjobs.ae

Accountability & Responsibilities ofRole :

  • Own Customer care department and responsible forfull operation where the Customer care function has Voice calls,Website live chat, Whatsapp Messenger services and Social mediaapps like Twitter, Instagram and facebook.
  • Manage theteam of customer care locally and remotely
  • Forecast andRoaster the staff according to volumes and business requirements
  • Monitor the logs and performance of customer care team
  • Monitor the customer care agent performances and takeproper measures in order to improve the customer experience
  • Follow up on service tickets raised across otherchannels in the organization and close the tickets with in the SLAs
  • Take care of escalated cases in customer care andprovide resolution to the customer at the earliest possible
  • Escalate the cases which customer care cannot resolve,and management needs to involve
  • Provide weekly reportingon customer care team performance and SLA monitoring to Starlinkmanagement
  • Introduce best case scenarios and optimizethe customer care department to provide best customer experience
  • Optimize the channel to work with multiple clientswithout affecting the customer experience
  • Support ICTand Business development teams to capture low-mid range customersto offer customer care as a service
  • Align with ICT andIT to test and introduce new technologies to thechannel
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