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Key Responsibilities

1. Management

• Lead, coach, and motivate a team of Customer Service Officers.
• Monitor team performance and provide feedback, guidance, and training.
• Conduct regular team meetings and daily briefings.
• Manage schedule, shift planning, and attendance

2. Customer Support

• Handle difficult or complex customer complaints.
• Work closely with Technical Support, NOC, Field Technicians, and Billing teams to resolve issues.
• Ensure accurate and timely communication back to customers.
• Maintain high standards of professionalism and service quality.
• Perform call monitoring and service quality evaluations.
• Identify service gaps and recommend improvements.

3. Reporting & Documentation

• Prepare daily/weekly/monthly performance reports.
• Document service issues, customer feedback, and common problems.
• Provide actionable insights to management.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Business, Communications, IT, or related field.
• 3–4 years of experience in customer service, ideally in the ISP or telecom sector.
• At least 2-year experience in a manager role is preferred.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication (written & verbal).
• Ability to handle conflict, pressure, and difficult customers.
• Analytical and problem-solving abilities.
• Strong organizational and time-management skills.
• Familiar with CRM systems, call center systems, and ticketing tools.
• High flexibility and adaptability
• Positive attitude and teamwork spirit
• Strong responsibility and commitment