Key Function:
•Provides support to the Contact Centres, Operations and sales teams to ensure outstanding customer service is provided.
•A multi-skilled associate with the ability to build and enhance the customer experience by increasing first call resolution, identifying process gaps and managing performance and quality reviews.
Key Responsibilities:
•Responsible for assessing levels of competence of all customer facing personnel.
•Assess and manage team development and improvements
•Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures
•Ensure all service impacting KPI’s are achieved
•Ensure all customer information is updated
•Ensure 100% accuracy on data capture and accuracy on all transactions generated
•Manage all dialer and out bound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements
•Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.
•Work with the sales and retention teams to identify gaps and reduce churn
•Keep all new and existing applications current and up to date
•Ensure all attendance and performance and personal files are updated monthly
•Ensure all personnel are assessed on a quarterly basis.
•Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.
Job Details
| Date Posted: | 2015-04-30 |
| Job Location: | Cairo, Egypt |
| Job Role: | Customer Service |
| Company Industry: | Other |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Egypt |
| Degree: | Bachelor's degree |
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