Responsibilities :

• Resolve user issues including follow up, make sure their issues are solved within SLA.
  
• Propose and negotiate the best solution for user issues with related teams or managers.
  
• Assisting Resolution Center manager in reporting for ticketing performance, users complaints, and feedbacks.
  
• Trained and coached agents on proper procedures and regulations regarding company policies
  
• Maintaining user satisfaction by providing excellence services.
  
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence.
  

Requirements :

• Proven work experience as a team leader or supervisor 1-2 years or at least senior CS more than 5 years experience
  
• Experienced in investigating and solving user complaints.
  
• Has an ability to analyze complaints and customer feedback issues and evidence findings.
  
• Strong communication skills (written and verbal).
  
• Ability to function independently and within a team environment.
  

Evermos is committed to providing an inclusive environment where equal opportunities are available to all applicants regardless of race, color, religion, gender, national origin, disability, age, genetic information, marital status, pregnancy, or related condition. We will not tolerate discrimination or harassment based on any of these characteristics.
We also emphasize the importance of diversity in all aspects of employment including recruitment, hiring, promotions, training, and organization operations.

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