Call Center Manager

Job Summary

You will handle VIP CS cases for our SME segment. The ideal candidate will be responsible for managing customer service inquiries, ensuring a high level of client satisfaction, and resolving issues efficiently and professionally.

Key Responsibilities:

- Handle VIP customer service inquiries via phone, email, and chat, ensuring timely and accurate responses.

- Resolve customer issues and complaints, following up to ensure satisfactory resolution.

- Maintain a high level of product knowledge to provide accurate information and support to customers.

- Track and document all customer interactions and actions taken in our CRM system.

- Collaborate with internal teams to address customer needs and improve overall service quality.

- Identify and escalate complex issues to the appropriate departments as needed.

- Provide proactive support and follow-up to VIP customers to ensure their needs are met.

Requirements:

- Proven experience in customer service, preferably in the telecommunications field.

- Strong communication and interpersonal skills.

- Ability to handle high-pressure situations and resolve issues calmly and efficiently.

- Excellent problem-solving skills and attention to detail.

- Proficiency in using CRM software and other customer service tools.

- Ability to work independently and as part of a team.

- Flexibility to work different shifts, including evenings and weekends, if required.

Preferred Qualifications:

- Previous experience handling VIP customers or high-net-worth individuals.

- Knowledge of telecommunications products and services.