Key Responsibilities:
- Team Management:
- Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization’s objectives.
- Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
- Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
- Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.
- Customer Relationship Management:
- Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
- Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
- Excellent communication, presentation, and interpersonal skills, with the ability to build relationships and influence stakeholders' negotiation.
- Strategic Planning:
- Oversee and manage pilot programs, including planning, execution, and monitoring of progress.
- Collaborate with clients to define pilot goal...
Altisource
Altisource is a leading provider of real estate, mortgage, and technology services
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