Role Description

• Managing the Email and SMS customer service function, ensuring timely, accurate, and consistent handling of high-volume inbound customer requests.
• Lead a structured discovery and improvement initiative to better understand customer behavior on Email and SMS.
• Identify automation opportunities and support the design of appropriate operating and remuneration model for this service-led environment.

Qualifications

• Relevant tertiary diploma or degree or Certification in management.
• 2+ Years customer service/collections operations experience.
• Experience working with data, reports, and basic performance metrics.
• Experience leading or supervising a customer service or operational team.
• Strong analytical thinking and ability to identify patterns in large volumes of written customer interactions.
• Comfortable working with data, reports, and basic performance metrics.
• Ability to document processes and suggest practical improvements.
• Interest in automation, AI, and process improvement (hands-on exposure advantageous, not required).
• Strong written and verbal communication skills.
• Good organizational and time management skills in a high-volume environment.
• Ability to work collaboratively across multiple departments.
• High attention to detail and commitment to service quality.

Requirements

• Mid-Level Work Level.
• Permanent Job Type.
• Market Related Salary.
• EE Position: No.
• Location: Work From Home.