-Supervise, lead, and monitor team performance and provide feedbackand coaching to improve efficiency and effectiveness.-Take ownership of customer escalations regularly, striving fortimely resolution and performing root cause analysis where required-Manage the performance and development of everyone within theteam. This incorporates 1:1 reviews, supporting personal developmentplans-Proactively manage and plan the resolution of all outstandingcustomer support cases within your area of remit. This includes drivingresolution %, whilst also effectively managing aged support cases,with up-to-date plans to resolve all outstanding cases.

-Troubleshoot client products as needed to resolve each call on the firsttime-Take a consultative approach to uncovering needs and formingsolutions of new products and services that will help their businessessucceed-Offer resolution within our scope of support (SOS), providing directionfor third-party resolution or consultation regarding a paid solution, asappropriate

-Managing Five(5) level of business: Emails, Chat Support, Outbound, Inbound and Video Guided Tutorials-Processing orders of PMM products through the website and e-Market (Tobacco Industry)

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Manages trading functions to meet corporate financial goals and manages subordinate staff in the day-to-day performance of their jobs.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Mainly analyzing and investigating price, demand and competition and compiling and distributing financial and statistical information.