Customer Support Operations:

• Oversee the daily operations of the customer service department to ensure world-class customer service to Common Health’s customers.

• Monitor response times and resolution rates, and take corrective actions as needed.

• Ensure prompt and courteous handling of customer inquiries, complaints, and escalations.

• Develop and implement strategies to improve efficiency and effectiveness of customer support processes.

• Establish and maintain excellent relationships and customers’ loyalty. 

Problem Resolution

• Act as a point of contact for complex or sensitive customer inquiries.

• Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.

• Work closely with other departments to address systemic issues impacting customer satisfaction.

• Implement quality assurance measures to ensure consistent service delivery.

• Review customer interactions and provide guidance on best practices and areas for improvement.

Team Leadership and Management

• Supervise and mentor a team of customer service executives.

• Provide ongoing coaching and training to enhance team performance.

• Set performance goals and objectives for the team, and regularly monitor progress.

• Drive the team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction

• Hiring new customer service executives based on team requirements, standards and corporate direction

• Create a monthly duty roster for the customer services team.

• Conduct monthly, quarterly, and yearly performance and evaluations reviews 

Communication and Collaboration

• Foster a collaborative work environment by promoting open communication and teamwork.

• Liaise with other departments to ensure alignment on customer service objectives and initiatives.

• Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement.

• Create and deliver presentations, contribute to discussions and provide feedback and input on organizational initiatives in management meetings.

• Build a strong relationship with our product team to give a seamless and positive experience to our customer when ordering with us

Reporting and Analysis

• Participate in monthly country calibration sessions

• Prepare and analyze reports on customer service metrics, such as response times, satisfaction scores, and resolution rates.

• Use data-driven insights to identify areas for improvement and implement actionable solutions.

• Provide regular updates to senior management on departmental performance and initiatives.

• Other tasks assigned by the line manager.

• At least 3 years' customer service experience along with team management

• Good leadership skills to carry team members along

• Excellent interpersonal skills to create cordial relationships with team members

• Experience and working knowledge of CRM systems

• Have good temperature to handle disputes and emergencies

• Passion to help Myanmar’s families with chronic disease save money on medicine during this time of crisis.

• Comfort working in a fast-paced, high-autonomy startup environment.

• Analytical mindset, with the ability to interpret data and metrics to drive decision-making and continuous improvement initiatives.