Customer Care Lead
VFS Global · Istanbul
Job description
About the role
The Customer Care Lead will manage the overall customer experience at a Visa Application Centre, ensuring high satisfaction and service excellence throughout the visa application process.
Key responsibilities
- Oversee front‑office operations, providing accurate, professional, and timely support to applicants.
- Handle complex complaints, escalations and service‑recovery activities to achieve effective resolutions.
- Monitor customer interactions, conduct regular reviews, audits and analyse feedback to maintain service quality.
- Ensure all processes comply with Service Level Agreements, Standard Operating Procedures and corporate compliance requirements.
- Identify improvement opportunities, implement initiatives and track metrics to enhance satisfaction and operational efficiency.
- Lead, coach and develop the customer care team, conducting performance reviews and fostering a collaborative, customer‑centric culture.
- Coordinate with internal stakeholders to resolve issues efficiently and achieve VAC service objectives.
- Promote sustainable working practices and adhere to environmental, health, safety and anti‑bribery policies.
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Published 16 hours ago
Expires 1 month from now
6 views · 0 interested
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VFS Global
Istanbul