The Customer Service Manager will work closely with the Call Centre teams to ensure the performance KPIs are respected and to offer support in management and training to the Team Leader(s) and their agents at a regional scope.
Customer Service Manager Job Responsibilities
- Daily monitoring of the call centre performance against set KPIs and SLAs
- Creating and updating training for new recruits as well as existing agents
- Creating and managing the call centre reward and recognition program
- Closely monitoring the call centre and agents’ performance and implementing improvement action as and when necessary.
- Ensuring that all call centre tools and equipment are working well
- Regularly performing quality call audits
- Support and take ownership of the integration of the PBX data into our BI tool
Qualifications for the Customer Service Manager Job
- Has a Diploma, Degree or Certificate in Supply Chain Management; Business Administration; Sales and Marketing; or Customer Service Management
- Has 5 years relevant work experience in a similar role. Experience working with data analysis tools and different types of PBX is a requirement.
- Must work well under pressure, be able to juggle many tasks simultaneously, with an excellent sense of prioritization
- Has excellent interpersonal and team management skills.
- Has strong communication skills with fluency in both written and spoken English and Swahili. Fluency in an additional local dialect is appreciated
- Understands and can comfortably work with Microsoft Office Applications
- Thinks clearly and has good problem solving ability
- Demonstrates strong etiquette in communication over the phone with good listening skills.
- Should be flexible, willing to stretch and achieve over and above base expectations.
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