Manage, instruct, and guide CRM team in their day-to-day activities surrounding customer support via Live chat and tickets.
Oversee and manage operations and support, CRM component/call center activities, ticketing, case management, user logs etc. and always looking different ways to enhance the work efficiency.
Onboard, and train new hires in process and procedure adherence as well as the use of tools and understanding of production platform interdependencies.
Provide FLM “First Line Management” support for third party CRM/Call center services and its activities.
Handle IT issues/requests and provide resolution, accordingly and escalate IT requests to top management if needed.
Maintain daily stats compilation, logs, analysis of “not at all well” customer ratings, the response on cross-departmental queries during the shift and notify quality assurance for improvement and enhance the efficiency of routine operations.
Develop, document, maintain and disseminate new processes and procedures for incident validation, remediation, and escalation.
Draft and analysis various report, fetch from CRM and call logs and improve customer care services by reducing time of resolutions.
Manage resources to performance expectations/KPI via tracking and maintaining individual performance metrics, including incident management, chats & ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met.
Draft and compile various report and documentation for customer and management.