Assistant Manager, Customer Support

Supervise and manage the day-to-day operations of the customer service team, ensuring efficient handling of inquiries via phone, email, chat and walk-in in a polite and professional manner. Follow through on all open cases, ensuring timely resolution and regular updates to customers on progress by adhering to stipulated timelines and relevant guidelines. Prepare and present reports on key service indicators and team member performance. Ensure feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.

Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines. Prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standard. Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.