Job Description

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

• Serve as a business partner for client on customer and operational initiatives
• Driving team performance, KPI management, reporting, taking resource decisions, AI planning
• Own business KPIs and drive action to achieve them
• Drive employee engagement and satisfaction
• Administer finances of the operation
• Interact regularly with the clients to share updates, lead operational and project/ program level reviews
• Operationally focused with solid understanding of the workflow with skills to handle client interactions

Skill Requirements

• Good comprehension skills
• Should possess previous experience in managing day-to-day deliverables of the team
• Interact with client on regular basis for reporting and performance of SLAs
• Good Analytical and Logical thinking skills
• Prior experience in utility industry is an added advantage

Other Requirements