Job Purpose and Key responsibilities
Job Purpose:
To ensure the provision of consistently high quality Customer experience through quality service interactions by the
Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and
availability of the Centre to Customers.
Key responsibilities:
- Adherence to Contact Centre Services in order to maintain high level performance of the service and support
teams. - Maintain desirable service levels or Contact Centre operations.
- Recording of CRM interactions as well as handling escalations from the first level and digital channels.
- Adherence to best practice standards in achieving Customer experience metrics and processes in comparison
with best-in-class contact Centres. - Develop and review service improvement initiatives and processes for the Business from Customer feedback
owing to customer survey feedback. - Compliance to Contact Centre’s Business Processes and Procedures i.e. email handling within target and TAT.
- Handling of social media interactions e.g. Facebook, Twitter, WhatsApp. Web chats and Instagram.
- Handling of Bulk Communication e.g. SMS and Email.
- Perform any other duties as may be assigned from time to time.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
- University degree in a social science or business related field.
- Relevant experience in a call centre and/or Customer Service.
Technical/ Functional competencies:
- Ability to discreetly handle sensitive and confidential information.
- Strong organizational skills; ability to prioritize work and meet deadlines.
- Strong writing, analysis and presentation skills.
Computer literate (MS Word, PowerPoint and Excel expert).
Records management.
Planning and organizational skills.
