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