- Lead and manage a team of customer service representatives, providing guidance and support- Develop and implement process improvements to enhance customer experience and team efficiency- Analyze customer feedback and metrics to identify areas for improvement- Collaborate with senior leadership to develop and implement customer service strategies

• Responsible for handling walk-in customers and dealing with their sim & device related issues.• Handling all the CS related activities through CRM software with complete command on it.• Handling all the CS activities (MNP’s, sim replacement, device and handset activation, new sim activation, passport sim activation, sim disowning, post-paid sim etc).• Also involved in coordination activities with Finance Department of Franchise & Area Sales Manager of Zong.• Providing stock out reports to RSO’s on daily basis.• Handling activations of Foreign passport sims by coordinating directly with Grid Manager..• Keeping the team updated with product knowledge and new offers introduced by the company.• A complete and sound knowledge of BVS (Biometric Verification System) hand held device for sim/device activation, replacements, golden number booking etc.