KEY ACCOUNTABILITIES 

Ø Ensure top-notch customer service delivery at the designated station, maintaining an unwavering focus on customer satisfaction.

Ø Implement performance management process and constantly monitor 3rd party staff performance.

Ø Develop and implement effective working hours and ensure time-keeping principles are strictly adhered.

Ø Monitor customer handling time and effective customer handling by agents.

Ø Make sure the availability and functionality of working templates, equipment’s and the systems at 3rd party service centers.

Ø Monitor accurate entry of customer account information and monitor DBC done by agents.

Ø 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.

Ø Prepares reports by collecting and analyzing customer information.

Ø Contributes to teams’ success by accomplishing related results as needed.

Ø Ensure customers' service or billing complaints resolved by adjusting bills.

Ø Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Ø Refer unresolved customer grievances to designated departments for further investigation.

Ø Ensure fulfilment of all work requirements while serving customers. Signing of agreements for new activation,

Ø completion of working formats and entering data into the software.

Ø Ensuring availability of updated product information and make sure correct information provided to

Ø customers with queries.

Ø Supervise shift reconciliation and daily cash flow report to the finance department.

Ø Provide administrative support to assist Operations and other staff in the completion of their duties and

Ø Responsibilities, provide training and direction to 3rd party agents as needed.

Ø Produce daily and monthly 3rd party reports.

Ø Monitored workloads, trends, patterns and peaks within the agents and take appropriate action to ensure maximum performance.

Ø Implement and maintain Quality Assurance standards.

Ø  Ensure branding and marketing material are up to date.

Ø  Ensure administrative duties are up to date, faxes and emails are addressed on the same business day received and all paperwork are filed correctly.

Ø  Ensure the office area is always clean and presentable.

Ø Prepare, review and verify a variety of 3rd party documents and forms.

Ø Provide timely, accurate and thorough agent performance review and report to regional CX & service Manager.

Ø Identify opportunities for 3rd party agent to upgrade and improve their skill by arranging training, review and implement improvement.

Ø Assist in research, develop, administer, and monitor new projects and activities with Head of Sales Operations

Ø Interprets and communicates work procedures and company policies to 3rd Party agents.

Ø Reviews and checks work of 3rd party agents such as reports, records, and applications for accuracy and content and correct errors.

Job Requirements

QUALIFICATIONS & EXPERIENCE

Ø  Bachelor’s Degree

Ø  Minimum of 3 year in a commerce, business administration or sales

Ø  Professional communication skills, written and verbal.

Ø  Computer literate, numerical aptitude, and willingness to learn new skills.

FUNCTIONAL COMPETENCIES

Ø  Customer Centricity

Ø  Developing value propositions

Ø  Brand Management

Ø Reporting and Research

Ø Project Management

Ø Financial Management/Budgeting

Ø Marketing Management

Ø Regulatory and Legal Compliance

Ø Media Management

Ø Vendor Management

BEHAVIORAL COMPETENCIES

Ø Relationship building

Ø Initiative

Ø Flexibility

Ø Assertiveness

Ø Diplomacy and Tact

Ø Service orientation

How to Apply

Interested candidates are invited to send their CV and/or cover letters through THIS LINK mentioning the job title.

Only shortlisted candidates will be contacted.