• Train, coach and manage Call Center Team with regard to policies and procedures, including preparing monthly report of call center movement and result.
• Lead and organize the Call Center Team to successfully resolve Technical Issues and other enquiries
• Continuously mentor and coach on communication skill and being the decision maker for some problem solving related to customers complaints and concern.
• Be prompt to perform actions to assist PassApp Customers.
• Escalate Customer Issues to the appropriate PassApp Team when unable to resolve inside the Call Center.
• Identify skill gaps for staff and suggest solutions to improve their skill.
• Monitor Call Center Team effectiveness and keep records.
• Suggest Improvement to Management.
• Encourage and foster a Teamwork and Knowledge Sharing environment with Staff.
• Well follow-up with Colleagues to provide best service to PassApp Customers.
• Maintain good relationships with PassApp Customers and Potential PassApp Customers.
• Communicate professionally with PassApp Customers (and potential Customers) Face-to-Face, Phone, E-Mail and SMS.
• Other tasks assigned by Manager and Head of Department