Job Description
• Coordinate the delivery of effective and efficient service
• Communicate, implement and monitor quality targets
• Plan and manage the peak and off peak hours for Customer Service staff
• Define and follow the department’s Key Performance Indicators
• Participate in training the staff
• Follow up and control the Customer Service tasks
• Organize the distribution of tasks to accommodate the launching of new services and features
• Control and assure a high quality level of customer service
• Manage escalated calls and queries
