• Answering incoming calls, taking messages and re-directing calls as required, dealing with email enquiries and taking minutes• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members• Coach and provide training to team members to maintain high customer service standards• Monitor and improve ordering, telephone handling and evaluate performance with key metrics (accuracy, call-waiting time etc.)• Prepare reports for different departments or upper management• Managing team within the Customer Care & Coordination department and ensure that work is managed in an efficient, effective and timely manner• Conduct regular review of all call center agents performance and organize training sessions for under performers• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members• General office management such as ordering stationary and providing administration support to the top Management• Issue receipts, refunds, credits, reimbursement to customers & vendors & managing cash records and cash collection