Team Supervision & Performance Monitoring:

• Lead and supervise a team of 4 Customer Service Representatives.
• Monitor daily performance metrics including response time, call handling, and complaint resolution.
• Review call center software reports and ensure KPI compliance.
• Support agents during peak hours and attend calls when required.

Customer Complaint & Refund Management:

• Oversee all refund-related emails and voucher processing.
• Manage customer complaints across IME, TA, Shopify, and other platforms.
• Coordinate with Finance, E-commerce, Audit, and Retail on claims and reconciliations.
• Handle order cancellations due to stock unavailability.
• Escalate legal-sensitive matters to reporting manager.

Service Quality & KPI Management:

• Accountable for department performance against service KPIs including: Call Abandonment Rate (target <5%)
• List of KPIs for Call Center: First Call Resolution (target 85%), Customer Satisfaction Score (target 90%), Service Level (calls answered within 20 seconds), Complaint Resolution TAT (24–48 hours), Escalation Rate (<7%).
• Track trends in customer complaints and recommend process improvements.
• Ensure adherence to quality assurance standards.

Reporting & Process Control:

• Prepare daily and weekly performance reports.
• Monitor paid orders, out-of-stock cases, and order cancellations.
• Ensure accurate documentation of refunds, claims, and escalations.
• Maintain structured process discipline across customer service workflows.