Regional CX & Service Lead (Hawassa, Mekele)

KEY ACCOUNTABILITIES

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

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

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

Monitor customer handling time and effective customer handling by agents.

Make sure the availability and functionality of working templates, equipments and the systems at 3^rd party service centers.

Monitor accurate entry of customer account information and 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.

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 fulfilment 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 updated product information and make sure correct information provided to

customers with queries.

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

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

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

Produce daily and monthly 3^rd party reports.

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

Implement and maintain Quality Assurance standards.

Ensure branding and marketing material are up to date.

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 3^rd party documents and forms.

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

Identify opportunities for 3^rd party agent 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 Head of Sales Operations

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

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

QUALIFICATIONS & EXPERIENCE

Bachelors Degree

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

Professional communication skills, written and verbal.

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

FUNCTIONAL COMPETENCIES

Customer Centricity

Developing value propositions

Brand Management

Reporting and Research

Project Management

Financial Management/Budgeting

Marketing Management

Regulatory and Legal Compliance

Media Management

Vendor Management

BEHAVIORAL COMPETENCIES

Relationship building

Initiative

Flexibility

Assertiveness

Diplomacy and Tact

Service orientation