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Job Description
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 3rd 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 3rd 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 3rd party agents as needed.
Produce daily and monthly 3rd 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 3rd party documents and forms.
Provide timely, accurate and thorough agent performance review and report to regional CX & service Manager.
Identify opportunities for 3rd 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 3rd Party agents.
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
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
How to Apply
Interested candidates are invited to send their CV and/or cover letters through ethiojobs mentioning the job title.
Only shortlisted candidates will be contacted.
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