JOB SUMMARY







Ensurea smooth and effective operations of the call center at all times



Handlecustomer queries and complains.



Ensurean accurate reporting of the call center operations and records



ROLES AND RESPONSIBILITIES







Handling inbound and outbound calls



Attending to customer queries



Communicating courteously with customers by telephone, email, letter

Investigating and solving customers' problems, which may be complex or long-standing problems



Handling customer complaints &finding solutions to resolve it.



Keeping accurate records of discussions or correspondence with customers



Follow-up on unresolved issues



Provide periodic reports to linemanager on the status of queries, complains, suggestions..etc.



Participating in CustomerSatisfaction program and relevant process by:

- Registering/Following up/ Closing/Escalating ERP-Service Requests

- Maintaining ERP-Interaction records

- Updating customer details

- Registering leads



CAPABILITIES/SKILLS





BusinessExperience





4+ years experience in customer service or a relatedfield

Previous experience in call center would be highly preferable

Strong knowledge of customerservice standards and customer quality delivery standards

InterpersonalSkills





Strong relationship management

Strong negotiations skills

Strong problem analysis, solvingand research skills

Excellent communication skills bothwritten and verbal

Good interpersonal skills

Able to interact tactfully and effectively with customers, occasionally in situations where relationships maybe strained

Ability to utilize available resources effectively

Computer Skills and basic Callcenter systems knowledge



KEY PERORMANCE INDICATORS







CustomerSatisfaction Index (via Survey)

Compliancewith All Approved Policies, Systems, Processes and Procedures (# breaches)

Effectivenessof Customer Complaints (% of complaints resolved)



Avg request Response Time



Avgcomplaints Response Time

Job Details

Preferred Candidate

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