• 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 experience– a must 

How to Apply

Please send your CV  through  THIS LINK.

Only Shortlisted applicants will be contacted.