- Ensure the customer experience is central to all activities

- Plan and direct the strategy and approach for the Customer Care team responsible for providing rapid-response customer service

- Handling complaints professionally and building customer trust & relationship

- Monitoring progress of issues through resolution, continuously communicating updates to the customers

- Analyzing all incident reports for patterns and report any suspicious activity or trends

- Anticipate potential future issues and develop mitigation strategies for frequently reported issues

- Develop and continuously improve checklists, standard operating procedures and quality control measures

- Technical knowledge of Customer Care Rapid Response protocols and procedures

- Carry out regular training on customer service best practices

- Guide team members to set goals and expectations and ensure teams have tools and  resources needed to effectively execute on their responsibilities

- Project management abilities to coordinate with multiple departments to formulate a resolution

- Monthly, Daily report to superiors and handle the assigned special projects of customer service as appropriate

- Must be live in MDY / NPT or can be self-arrangement for living

- Bachelor’s Degree in any field 

- 5+ years of work experience in Customer care (Experience in ISP industry is an advantage)

- 2+ years of supervisory experience

- Must know the Customer & well regional knowledge

- Excellent interpersonal and communication skills

- Good knowledge of Microsoft office applications & Google sets

- Strong financial acumen and commercial awareness 

- Ability to thrive effectively under pressure.