Important note: This position is not team lead or supervisor level.
Job Title: Assistant of Customer Care Manager
Direct report to: Customer Care Manager
Job Responsibilities
Monitor and review KPI reports and other performance reports for a customer care team of over 20 staff members. Identify irregularities in performance (e.g. similar KPI results with significantly different workloads or response volumes) and escalate findings to the Customer Care Manager.
Coordinate and communicate with internal departments such as Technical, Finance, and Debt Collection teams on behalf of the Customer Care team when the Customer Care Manager is unavailable, as the Customer Care function serves as a central point of information for cross-departmental coordination.
Observe team members work behavior and provide initial coaching and support. Identify potential issues such as frequent absenteeism or declining KPI performance, investigate root causes, and report findings to the Customer Care Manager.
Support process improvement or documentation tasks as assigned.
Perform additional duties and support other operational tasks as assigned by the Customer Care Manager.
Qualification
Bachelor's Degree in any related field.
Minimum 3-5 years of experience in Customer Service or Administrative Support field.
Good communication and coordination skill
Can handle work under pressure.
Proficient in Microsoft Excel and report preparation.
Detail-oriented reliable.
Good in English, able to communicate with regional manager (Foreigner)
