- Act as a crucial link between Operations, the Call Centre, and Customer Service departments to swiftly address and resolve customer issues, ensuring top-notch satisfaction.- Serve as a go-to person for sales and customers, addressing inquiries and concerns about past or upcoming conference calls.- Proactively identify recurring incidents and collaborate on refining processes and training within the Call Centre.- Personally reach out to VIP Event customers to gather feedback on their conference calls, enhancing our services based on their insights.- Thoroughly investigate quality issues related to event delivery and reservations, following established incident management processes.- Craft and circulate formal communications to customers regarding event and reservation concerns to keep them informed and assured.- Educate customers on available options and products, assisting them in making informed choices that enhance their experience and meet their requirements.- Generate regular and ad hoc reports to provide valuable insights and data analysis.- Support team lead in compiling monthly/quarterly reports, showcasing achievements and areas for improvement.- Conduct in-depth data analysis to identify trends and patterns from historical data, enabling informed decision-making.- Ensure knowledge base updates on the internal website relevant to the department are maintained and accurate.- Manage queues, SLAs, and initial response targets, maintaining a focus on meeting or exceeding performance expectations.

- Deliver exceptional customer service by promptly attending to inbound customer calls, demonstrating a high standard of service in assisting with registration, email setup, line signal testing, modem/router configuration, and troubleshooting for email, browser, and modem-related concerns.- Prioritize achieving first-call resolution to enhance customer satisfaction and streamline issue resolution processes.- Collaborate cross-functionally with various departments to address and resolve customer inquiries, ensuring a seamless experience.- Identify opportunities to enhance the customer experience and maximize value by effectively promoting and upselling additional services when appropriate.- Utilize a diverse suite of 15 applications and tools concurrently, showcasing strong multitasking abilities to efficiently resolve customer issues and provide comprehensive support.- Conduct thorough testing, analysis, and resolution of customer-reported issues, demonstrating technical proficiency and ensuring a reliable service experience.

- Proficient in coaching and managing a team of agents, overseeing operations, and facilitating client and management communication.- Act as a mentor and escalation point for client-related concerns, ensuring smooth operations even in the absence of Subject Matter Experts.- Maintain a strong grasp of client services, policies, and operational intricacies.- Ensure timely and accurate dissemination of updates and client-specific information to the team.- Supervise, guide, and provide performance feedback to team members, striving to meet performance targets and development objectives.- Demonstrate excellent knowledge of contact center and customer service operations, along with expertise in telephony and data processing systems (e.g., CMS).