Executive

Role Purpose

Deliver excellent customer service through voice and chat channels while ensuring full compliance with regulatory, quality, and operational standards.

Key Responsibilities

• Handle customer contacts via voice and chat.
• Resolve queries efficiently and professionally.
• Adhere to all compliance, data protection, and quality requirements.
• Accurately document customer interactions.
• Take ownership of customer issues through to resolution.
• Escalate complex cases when required.

Success Measures

• CSAT and quality scores
• Productivity and adherence
• First Contact Resolution (FCR)

• 100% compliance with regulated processes
• Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
• Higher Education Diploma with 0 - 2 years of relevant experience