Customer Care - Call Center Manager

 Responsible to manage call center operations including but not limited managing hotlines calls, online platform chats and bookings, mobile app chats and bookings, telesales, etc.
 Set, overview and report on Call Center KPIs.
 Review and create all call center and costumer care scripts;
 Review and create all online training resoruces for Call Center and customer service.
 Manage customer complaints and coordinate with relevant departments to solve such complaints.
 Conduct telesales activities for certain products and services;
 Work with the IT team to improve Call Center infrastructure;
 Report on customer service complaints and service incidents to BOD, as per the ticketing system.