We are seeking a result-oriented and experienced Call Center Officer to lead customer experience and retention initiatives while ensuring high service standards and operational efficiency. The role is responsible for managing the customer service team, improving customer satisfaction, reducing churn, identifying upselling opportunities, and achieving departmental KPIs.

Key Responsibilities

• Lead and supervise the customer experience and call center team to ensure excellent service delivery.
• Develop and implement customer retention strategies to improve customer loyalty and satisfaction.
• Monitor and analyze customer churn rates and execute plans to reduce customer attrition.
• Identify upselling and cross-selling opportunities to increase revenue from existing customers.
• Conduct competitor analysis and recommend strategies to enhance customer retention and business growth.
• Ensure all customer service KPIs, SLAs, and performance targets are consistently achieved.
• Monitor team performance, provide coaching, and support employee development.
• Handle escalated customer concerns and ensure timely resolution.
• Prepare regular reports on customer experience, retention, churn, and team performance.
• Collaborate with relevant departments to improve service quality and customer satisfaction.