Handling of customer relations for smooth coordination of visa appointments
Working closely with the team to service clientele, manage operational tasks and monitor service levels
Managing schedules of team members according to customer demand and service level agreements
Leading automation initiatives to improve quality of support and reporting of operational efficiencies/lapses to rollout new support channels and service offerings
Analyzing support workflows and implementing suggestions to improve service delivery
Preparing performance reports by collecting and analyzing service data and customer feedback
Supporting customer service team through required changes
Requirements :
Minimum 5 years' experience in similar capacity
Bachelor's degree in business administration or related field
Passion for service excellence, Good Interpersonal and communication skills in English, Sinhala / Tamil
Innovation driven, process oriented team player with an understanding of visa operations
Competent in report writing, operational analysis and costing
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