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• Lead daily team meetings and manage attendance records.
• Conduct return-to-work interviews and liaise with the Call Centre Manager (CCM) for daily stats feedback.
• Prepare and manage daily dashboards and performance reports.
• Facilitate QA calls and coaching sessions for the team.
• Ensure compliance with security and GDPR standards.
• Handle ad hoc tasks, co-evaluations, and supervisor briefings

• Handle Inquiries: Assist tenants and property owners with questions about leases, rent, and policies.
• Resolve Complaints: Address maintenance issues, disputes, and tenant concerns professionally.
• Assist with Payments: Help with rent payments, billing issues, and account updates.
• Coordinate with Teams: Liaise with maintenance, leasing, and finance teams for issue resolution.
• Follow Up: Ensure tenant requests and issues are resolved.

• Handling Customer Inquiries: Provide information about products, services, and policies.
• Resolve Complaints: Handle customer issues professionally and efficiently.
• Log Interactions: Record customer inquiries and resolutions accurately.
• Escalate Issues: Forward unresolved cases to the right department.

• Manage Service Requests: Process activations, deactivations, and troubleshooting for VAS (e.g., subscriptions, data bundles, and premium services).
• Resolve Issues: Investigate and fix problems related to VAS transactions.
• Customer Support: Assist front-line agents with escalated VAS-related queries.
• Process SIM Swaps: Verify and approve SIM swap requests while ensuring security compliance.
• Fraud Prevention: Identify and block unauthorized or suspicious SIM swap attempts.
• Customer Authentication: Ensure proper validation of customer identity before processing swaps.

• Assist with Billing Inquiries: Help customers understand their bills, charges, and payment options.
• Resolve Payment Issues: Address disputes, incorrect charges, and payment failures.
• Process Transactions: Assist with payments, refunds, and adjustments.
• Update Account Information: Ensure customer billing details are accurate and up to date.
• Investigate Discrepancies: Identify and resolve billing errors or account concerns.
• Log Cases Accurately: Document interactions and resolutions in the system.
• Escalate Complex Cases: Forward unresolved or technical issues to the appropriate department.
• Ensure Compliance: Follow company policies and financial regulations.

• Handle Inquiries: Assist with plans, billing, network coverage, and service details.
• Resolve Issues: Troubleshoot network, connectivity, and service-related problems.
• Process Requests: Assist with activations, upgrades, cancellations, and SIM swaps.
• Billing Support: Explain charges and resolve disputes.
• Fraud Prevention: Report suspicious activities, such as unusual data or airtime purchases reported by customers.
• Log & Track Cases: Maintain accurate records of customer interactions.

Escalate Complex Cases: Forward unresolved issues to the right department.

• Quality Assurance: Monitor and review customer interactions (calls) to ensure compliance with company standards.
• Validate Information: Ensure that customer details, transactions, and processes are accurate and complete.
• Conduct Audits: Perform regular audits of cases, transactions, and service delivery to assess quality.
• Provide Feedback: Offer constructive feedback to agents regarding performance, quality, and adherence to procedures.
• Identify Issues: Detect patterns of errors, gaps, or inefficiencies in customer service processes.
• Ensure Compliance: Verify that customer service operations follow regulatory and internal policies.
• Training Support: Assist in training new agents on quality and validation standards.