Your Gateway to Student Success
The incumbent will be responsible for managing the operations of hotlines, emails, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. He/She will also lead a portfolio of customer service projects, including touchpoint upgrade and digitization. The successful candidate should be customer-focused, result-driven, and committed to elevating service quality and satisfaction.
Customer Service Management
Lead the Customer Service team and allocate resources to efficiently execute service procedures, ensuring these practices are consistent with internal policies and prioritize customer needs.
Develop and roll out comprehensive tactics aimed at improving customer engagement, satisfaction, loyalty, and retention.
Assess referred complaints and handle escalation; monitor and guide corrective measures to reinforce a strong focus on the customer experience.
People Manageme...