Customer Care Team Lead (Email and Phone)

The Customer Care Team Lead (Emails & Calls) oversees two critical functions of customer support: handling responses via email and managing queries via call. The role requires supervising account officers assigned to each function, ensuring that customer inquiries, requests, and complaints are addressed promptly, accurately, and professionally. The Team Lead is responsible for monitoring performance based on key result areas (KRAs): quality of work, quantity of work, percentage of fulfillment of requests, and integrity of reports.

This position plays a vital role in maintaining customer satisfaction, ensuring adherence to service standards, and fostering a culture of accountability and excellence within the Customer Care Group.

DUTIES AND RESPONSIBILITIES

I. Email Response Oversight

·       Review and monitor email responses prepared b...