SUPPORT COUNTRY MANAGER
1.Policy and Procedure Development and Service Excellence: Develop and implement policies and procedures for staff, ensuring consistent, high-quality customer service.
2.Policy Adherence and Enforcement: Maintain staff awareness of and adherence to established policies and procedures.
3.Recruitment and Training Management: Oversee the recruitment and training of staff in both local and remote locations, considering local contexts and the specific projects in which candidates will be involved.
4.Key Performance Indicator (KPI) Development and Optimization: Develop and optimize KPI schemes for all client-facing departments and positions within the division.
5.Performance and Customer Satisfaction Analysis: Analyze team performance and customer satisfaction levels at all stages of customer interaction.
6.Performance Monitoring and Compliance: Monitor individual results and ensure compliance with established rules and regulations.
7.Customer Support and Issue Resolution: Implement systems to ensure timely resolution of all customer concerns and prevent any customer from being neglected.
8.Service Level Agreement (SLA) Implementation and Improvement: Introduce and continuously improve departmental SLAs.
9.Process Improvement and Monetization Opportunities: Identify areas for process improvement to enhance customer satisfaction and explore opportunities for operational monetization.