Qualifications

• Bachelor's degree in Business Administration, Marketing, Mass Communication, or a related field.
  

• Minimum of 4 years of experience in Customer Service, Customer Relations, or a similar role.
  

• At least 2 years of team leadership or supervisory experience.
  

• Strong communication, interpersonal, and conflict-resolution skills.
  

• Excellent problem-solving and organizational abilities.
  

• Proficiency in Microsoft Office Suite and CRM software.
  

• Ability to work in a fast-paced environment and manage multiple priorities.
  

Responsibilities

• Lead and supervise the Customer Relationship team to achieve service excellence.
  

• Develop and implement strategies to improve customer satisfaction and retention.
  

• Handle escalated customer complaints and ensure timely resolution.
  

• Monitor team performance and provide coaching, mentoring, and feedback.
  

• Prepare customer service reports and performance metrics.
  

• Collaborate with internal departments to address customer concerns effectively.
  

• Ensure compliance with company policies and service standards.
  

• Build and maintain strong relationships with clients and stakeholders.
  

• Identify opportunities to improve customer experience and operational efficiency.