FOS

The FOS will play a crucial role in maintaining high standards of customer satisfaction and operational excellence. They will be responsible for guiding and supporting a team of CCEs, ensuring they provide accurate and timely responses to customer inquiries and complaints. The FOS will also collaborate with other departments to enhance overall customer experience and drive business growth.

Responsibilities

• Supervise and mentor a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service.
• Handle complex customer inquiries and complaints, ensuring timely and effective resolution.
• Monitor and evaluate team performance, providing feedback and coaching to improve efficiency and customer satisfaction.
• Collaborate with other departments to streamline processes and enhance the overall customer journey.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Conduct regular team meetings to discuss performance, set goals, and address any issues or challenges.
• Maintain accurate records and generate reports on team performance, identifying areas for improvement.
• Stay updated with industry trends and best practices, implementing innovative strategies to enhance customer service.
• Build and maintain strong relationships with key stakeholders, including clients and partners.
• Ensure a positive and inclusive work culture, fostering a collaborative and motivated team environment.

Qualifications

• Minimum of 3 years of experience in a supervisory or team lead role, preferably in a customer service or call center environment.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Proven leadership and mentoring abilities, with a track record of successfully managing and developing teams.
• Strong problem-solving and analytical skills, with the ability to make sound decisions under pressure.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities effectively.
• Excellent time management and organizational skills, with a focus on attention to detail.
• A customer-centric approach and a passion for delivering exceptional service.
• Strong knowledge of customer service best practices and industry standards.
• Willingness to continuously learn and adapt to changing business needs.

Company

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we've been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise.  Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we've been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We're more than just a service provider we're a committed partner driving meaningful impact every day.  We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.