Lead and manage daily operations of the Customer Assistant Centre, ensuring prompt, efficient, and respectful service to thousands of walk-in customers
 

Guide a frontline team to deliver exceptional support on internet services, billing inquiries, complaints, and technical troubleshooting
 

Oversee service KPIs, reduce wait times, improve customer satisfaction scores (CSAT), and ensure quality control
 

Manage VIP and high-value customers with empathy, discretion, and priority resolution
 

Collaborate with sales, billing, technical, and field ops teams to resolve issues quickly and accurately
 

Use digital platforms, CRM, and customer service management tools to track performance, optimize queues, and log cases
 

Train, mentor, and evaluate frontline staff to build a motivated, professional, and customer-first team
 

Analyze customer behavior, feedback, and patterns to recommend improvements in process and experience
 

Prepare reports and briefings for senior leadership on center performance, challenges, and improvement roadmaps

Bachelor’s degree in Business Administration, Information Technology, or Customer Service Management
 

5+ years’ experience in customer service leadership — preferably in telecom, banking, digital platforms, or consumer services
 

Strong understanding of advanced IT systems, customer service CRMs (e.g., Zendesk, Freshdesk, Salesforce), and ticketing platforms
 

Knowledge of fiber broadband, home internet systems, and service workflows
 

Proven ability to lead large frontline teams under pressure while maintaining composure and high morale
 

Excellent communication in both English and Burmese, and strong interpersonal skills
 

A deep empathy for customer needs — especially in critical times
 

Flexible mindset to adapt in a dynamic, fast-paced digital service environment