Deskripsi Pekerjaan

Monitor and manage Call Center KPIs to meet performance targets. Handle VIP customer claims and ensure timely escalation and resolution. Improve customer satisfaction through managing Net Promoter Score (NPS) initiatives. Collaborate internally (technical, service, product) to resolve customer complaints efficiently. Implement monitoring and coaching systems for agents to maintain service quality. Supervise daily operations of the call center and ensure alignment with SOPs. Engage with customers on social media to manage feedback and brand reputation