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We will be recruiting for this position at the upcoming JobNation Job fair Mandalay on 15-November-2026 at Mingalar Mandalay Hotel. If you apply for this job now and are shortlisted, then please come to the job fair and we will have an interview booth ready for you.

• Team Supervision & Coaching: Lead, schedule, and mentor a team of Customer Care Representatives across multiple channels (call center, live chat, social media, and walk-in support) to maintain high service standards.
• Escalation Management: Act as the primary point of escalation for complex customer complaints and urgent technical or billing inquiries, ensuring timely and satisfactory resolutions.
• KPI & SLA Monitoring: Track daily and weekly service metrics—including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)—to meet or exceed company Service Level Agreements (SLAs).
• Process & Quality Assurance: Conduct regular call/chat quality audits, identify recurring customer pain points, and recommend workflow improvements to enhance the overall customer journey.
• Cross-Departmental Coordination: Collaborate closely with Sales, Technical Support, Billing, and Operations teams to resolve systemic service issues and ensure smooth post-sales onboarding.
• Reporting & Insights: Compile daily, weekly, and monthly customer feedback and performance reports for the Customer Care Manager and senior leadership.

• Bachelor’s degree or equivalent experience in Customer Service, Business, or related field.
• Experience in customer care, support, or service operations, preferably in healthcare/beauty care.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Good problem-solving ability and confidence in handling escalated concerns.
• Organized, detail-oriented, and able to manage multiple tasks effectively.
• Proficient in basic MS Office applications and reporting tools.
• Team-oriented, proactive, and able to work in a fast-paced environment.