Moiz Niyazi

- Effectively address customer inquiries and provide valuable information while delivering innovative solutions to resolve issues and complaints. By offering exceptional Level 1 and Level 2 support to esteemed clients such as Kaspersky, Trend Micro, Autodesk, and PMI, ensure that all customer needs are met with the highest level of satisfaction.

- Train and coach customer service team members to keep them updated with product knowledge and customer service techniques.

- Provide leadership and guidance to the customer service team, ensuring efficient and effective delivery of customer requests.

- Oversee the resolution of service requests within defined service levels, ensuring timely and accurate responses to customer inquiries.

- Engaged in extensive communication with clients and partners to effectively manage business activities.

- Managed client onboarding processes, ensuring timely issue resolution and effective communication.

- Acted as a liaison between clients and internal teams to facilitate smooth transitions to new projects.

- Join forces with other teams across the organization—such as technical support, finance, payments, and product development—to swiftly and effectively resolve customer issues. By collaborating, we can enhance our service quality and boost customer satisfaction, ensuring that we exceed our clients' expectations at every turn.

- Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements.

- Provide guidance to the team in handling difficult or complex problems and resolving escalated complaints or disputes.

- Handle customer inquiries, complaints, and escalations effectively. - Resolve customer service issues using company processes and policies and provide timely updates to customers.

- Demonstrate excellent multitasking abilities by managing multiple concurrent tasks while ensuring their completion on time.

- Consistently exceed performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.

- Provide backup support during peak periods or staff shortages to always ensure seamless service delivery to clients.