Customer service executive

Key Responsibilities : Call Center Supervision and TrainingMonitor day-to-day operations of call center agents handling consumer and customer complaintsTrain new and existing agents on standard operating procedures (SOPs), complaint categories, and platform usageConduct periodic refreshers and quality audits to ensure compliance with expected standardsComplaint Logging QualityEnsure every complaint logged in the system has all the necessary fields and supporting information for timely closureReview complaint entries and coordinate with field teams for any missing inputsIdentify patterns in ticket errors or gaps and address them through targeted trainingTicket Monitoring & Feedback LoopMonitor ticket queues to ensure first responses are sent to consumers & customers within defined SLAsEscalate any delays or process deviations to the CX PMO or relevant teamSupport in collecting and collating consumer feedback on the complaint experienceKey Skills & Competencies : Strong interpersonal and team supervision skillsAttention to detail, especially in process compliance and data qualityAbility to train and motivate frontline staffProficient in Excel / Google Sheets; familiarity with ticketing platforms (e.g., Freshdesk, Salesforce) is a plusGood written and verbal communication in English; regional languages preferred for better agent interaction