Executive - Customer Support/Control Tower

Responsibilities and Duties :

- Overseeing the customer service process.

- Resolving customer complaints brought to your attention.

- Planning the training and standardization of service delivery.

- Conducting quality assurance surveys with customers and providing feedback to the senior management.

- Monitor Last Mile Operations and identify improvement opportunities.

- Periodic and on time publication of performance data visibility

- Build a culture of ownership and empowerment within Team

- Develop, mentor and motivate the team for better efficiency and best results

Competencies :

Customer support :

Knowledge and Skills Required Communication Skills :

- Excellent communication skills (written and verbal)

- Ability to communicate correctly and clearly with all customers

- Excellent documentation skills

- Good comprehension skills ability to clearly understand and state the issues customers present

- Ability to concentrate follow customers issues without distraction to resolution

- Good composition skills ability to compose a grammatically correct, concise, and accurate written response

- Work successfully in a team environment as well as independently

Customer Focus :

- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

- Ability to empathize with and prioritize customer needs

- Demonstrates interpersonal skills with a diverse customer base

- Demonstrates conflict resolution, negotiation, and de-escalation skills

- Demonstrates ownership to resolve challenging customer issues, escalating when necessary

- Ability to determine customer needs and provide appropriate solution

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