About the job
ROLE SUMMARY.
Springboard Capital Ltd is looking for a Contact Centre Officer reporting to the Customer Experience Coordinator. The role will mainly involve managing customer relationships and conducting call centre operations
RESPONSIBILITIES.
- Delivering all customer engagement activities for internal and external customers
- Design and recommend creative customer solutions for the company
- Leading internal staff and contact centre representatives to provide support for customers.
- Training and coaching, staff and contact centre representatives to manage customer issues from end to end
- Assisting the CX Team Leader to identify trends and establishing CX goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing CX data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support internal customer, and call centre operations.
- Educating, and coaching the CX team regarding processes and practices, and expectations.
- Establish high standards for productivity, quality and customer experience
OPERATIONAL DUTIES.
- Maintain constant contact with the CX team to ensure satisfaction and retention
- Proactively conduct voice of the customer surveys to gather customer feedback
- Conform to customer management guidelines and policies
- Analyze performance and draw up action plans
- Implement and support company marketing campaigns
- Manage customer relationships and ensure that all customer complaints are handled and responded to without delays
- Research current industry/market trends and use knowledge for business improvement
TECHNICAL SKILLS.
- Proficiency in ICT with strong MS Office skills
- Strong written and verbal communication skills
- Excellent supervisory and management skills
- Strong negotiation and persuasion skills
- Alertness/sensitivity to customer needs both externally and internally
- Strong problem-solving/troubleshooting skills and ability to exercise sound judgement
- Ability to interact effectively with all levels of Management and Stakeholders from varied backgrounds
- Be able to multi-task and decipher statistical reports; and have the patience to deal with issues involving both clients and the workforce.
KEY DELIVERABLES.
- Compliance with the approved budget.
- Effective management of customer contact centre
- Compliance with laid down policies, procedures and standards.
- Growth in client portfolio/overall company performance.
- Timely address and respond to issues arising.
- Timely and accurate performance and other reports as required.
DESIRED SKILLS AND QUALIFICATIONS
- Bachelor’s degree in a business-related field
- Diploma in sales and Marketing-Preferred
- At least 2 years of sales and customer management experience in the financial industry
- At least 1-year of supervisory role is preferred
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