Position Responsibilities

1. Advanced Case Handling

• Manage high-difficulty or sensitive cases that require deeper investigation, conduct recovery calls to customers to uphold ZUS’ Customer Happiness standards, restore customer trust, and ensure a positive resolution while capturing insights for operational improvements.
• Provide clear guidance to agents on how to approach tricky customer scenarios or when agents have questions while handling cases, ensuring consistency in service quality and timely resolution.

• Identify gaps or recurring issues in workflows and propose practical improvements by partnering with CH QA and Ops to refine SOPs, update FAQs, and minimize recurring errors, ensuring smoother operations and enhanced customer experience.
• Support pilot testing of new tools, features, or processes before rollout by evaluating operational impact, identifying gaps, and providing actionable feedback to ensure smooth adoption and minimal disruption to customer experience.

3. Data-Driven Insights

• Analyse core CSC metrics (FRT, RT, QA, CSAT) to identify trends, anomalies, and operational risks, then translate findings into clear, actionable insights for TLs, Ops, and cross-functional teams to make informed decisions.
• Document and present identified operational issues or trends in a clear, structured manner, ensuring key stakeholders understand the impact and can make informed decisions to drive improvements.

4. Team Uplift & Knowledge Sharing

• Be the mentor for newly joined agents through case examples, handling tips, and best practices.
• Conduct micro-trainings or refreshers when new issues or behaviours arise.
• Strengthen team consistency by ensuring information flows smoothly to all shifts.

5. Cross-Functional Collaboration

• Serve as the key liaison between Customer Happiness and cross-functional teams (Tech, Ops, Commercial, Product), ensuring issues are clearly communicated, escalated appropriately, and tracked to resolution.
• Prepare well-structured case summaries, supporting data, and real examples to provide context and actionable insights, and assist in clear, timely communication during incidents such as outages or process disruptions.

6. Leadership Readiness

• Demonstrate ownership, accountability, and reliability in handling responsibilities.
• Showcase decision-making that reflects customer obsession and operational impact.
• Serve as acting lead when required, supporting TL in coordination and follow-through.

Qualifications & Experience

• 3–5 years of customer support experience, including exposure to escalations or challenging cases.
• Strong communication skills with the ability to simplify complex issues.
• Solid understanding of customer service workflows and SLA expectations.
• Analytical mindset; comfortable interpreting data trends, timestamps and impacts.
• Experience with CRM tools (Zendesk, Freshdesk, etc.) preferred.
• Ability to manage multiple tasks under pressure while maintaining accuracy.
• Exceptional attention to detail, with the ability to spot patterns, inconsistencies, and operational risks.
• Collaborative, proactive, and customer-centric personality.
• Demonstrated potential for future leadership roles.

a Necessity, not a Luxury.

  Employment Type:  Permanent (Full Time)

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