Duties:

• Implement performance management process and constantly monitor staff performance
• Develop and implement effective shift rosters
• Ensure time-keeping principles are strictly adhered
• Supervise queuing.
• Monitor customer handling time by agents and ensure the customer handling time not exceeding 5 minutes maximum. 
• Ensure customers are well received
• Assist customers with unique query
• Perform CSRs role whenever necessary
• Make sure the availability and functionality of working templates, equipment’s and the systems.
• Monitor accurate entry of customer account information by agents
• Monitor DBC done by agents
• Handle customers with complaints. Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure adjustments are made correctly
• Prepares reports by collecting and analyzing customer information.
• Contributes to teams success by accomplishing related results as needed.
• Ensure customers' service or billing complaints resolved by adjusting bills.
• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Ensure fulfillment of all work requirements while serving customers. Signing of agreements for new activation, completion of working formats and entering data into the software.
• Ensuring availability of current exchange rate information and make sure correct information provided to customers with queries.
• Supervise applicable and available tools such as additional databases and software completed by agents
• Supervise shift reconciliation and cash handover to the finance department daily
• Provide administrative support to assist Operations and other staff in the completion of their duties and responsibilities; provide training and direction to CSR/ as needed.
• Produce daily and monthly Front counter reports;
• Monitored workloads, trends, patterns and peaks within the CSRs and take appropriate action to ensure maximum performance;
• Implement and maintain Quality Assurance standards
• Ensure staff dress in a presentable and proper manner
• Resolve decoder and smartcard shipping issues??
• Ensure administrative duties are up to date, faxes and emails are addressed on the same business day received and all paperwork are filed correctly;
• Ensure the office area is always clean and presentable
• Prepare, review and verify a variety of Front counter documents and forms
• Provide timely, accurate and thorough Customer Service Representatives performance review and report to Operation Manager.
• Identify opportunities for Customer Service Representatives to upgrade and improve their skill by arranging training, review and implement improvement.
• Assist in research, develop, administer and monitor new projects and activities with Operation ear Head Head.
• Escalate problems as appropriate
• Interprets and communicates work procedures and company policies to staff.
• Helps workers in resolving problems and completing work
• Reviews and checks work of CSRs such as reports, records, and applications for accuracy and content and correct errors.

Job Requirements

• Marketing degree or related business fields
• Understanding of local markets nuances and cultural diversity
• Minimum 3-5 years working experience within the marketing field
• Product and service
• Organizational understanding
• Pay TV industry
• Mathematical and technical knowledge
• Branch operational activities a must
• Customer service – a must 

How to Apply

Please send your CV through Ethiojobs.net.

Only Shortlisted applicants will be contacted.