Escalation Management - Ability to handle high-pressure situations and navigate complex customer issues with professionalism.
Customer Communication & Resolution - Strong interpersonal and verbal communication skills for managing supervisor-level interactions with empathy and clarity.
Technical Proficiency - Familiarity with support platforms, ticketing systems, and debugging workflows to raise and track technical issues efficiently.
Cross-Functional Collaboration - Capacity to coordinate with internal departments (finance team, discovery team, QA teams and etc.) to resolve high-impact cases.
Invoice & Financial Process Validation - Attention to detail and understanding of billing processes to ensure accuracy in invoice review and payouts.
Process Documentation & Follow-Up - Skilled in maintaining organized records, ensuring ticket progression, and closing the loop on cases and bugs.
Time Management & Prioritization - Efficient handling of multiple cases simultaneously while meeting internal SLAs and deadlines.
Problem-Solving & Critical Thinking - A proactive mindset to identify issues, find solutions, and escalate only when necessary.
Leadership & Team Management - Effective in supervising, mentoring, and developing frontline agents to foster growth, morale, and accountability.
Coaching & Performance Development - Skilled in delivering structured coaching, performance reviews, and actionable feedback to enhance individual and team effectiveness.
Analytical Thinking & DSAT Root-Cause Analysis - Capable of dissecting customer dissatisfaction data, identifying trends, and executing remediation strategies.
Quality Assurance & Compliance Monitoring - Experienced in live monitoring, audits, and upholding service standards across multiple touchpoints.
