• Validate the customer's case in order to reach the best possible outcome while deciding the best route to handle the request.
• Follow-up on the customer's case progress while keeping the client updated throughout the process till resolution.
• Communicate with the client through all available communication channels (phone calls, e-mails, meetings etc…) to deliver all the information needed for the service process.
• Record all customer interactions and relay customer queries to concerned parties following agreed process.
• Handle escalation received by team members.
• Contribute in team performance monitoring ensuring that team members are meeting the expected service level while handling their daily tasks.
• Ensure that new joiners receive proper training.
Participate in meeting with other team leaders/ unit heads when needed.
•  Submit performance reports, upon request.