Job Purpose 

The job holder will be responsible for department operations of the Contact Centre team, ensuring that immediate operational needs of customers are properly addressed.

 

Key Accountabilities:

Demonstrate exceptional customer service by adhering to company standards and fostering a service-oriented environment that prioritizes customer satisfaction. Address customer inquiries across phone, email, and live chat channels efficiently, providing accurate and prompt resolutions. Gather insights from Contact Center agents about operational challenges and opportunities, sharing valuable feedback with management for strategic planning. Regularly update and manage the knowledge base, including FAQs, troubleshooting guides, product information, and policies, ensuring accessibility and relevance for team members and customers. Effectively disseminate updates on policies, products, and procedures to customers and team members, ensuring clarity and consistency. Address and resolve complex customer issues in support with section Head as escalated by agents, leveraging CRM tools and expertise to deliver satisfactory outcomes. Assist in monitoring key departmental performance indicators (KPIs), identifying opportunities for operational improvements and implementing strategies to enhance efficiency and revenue generation. Support in the monitoring and assessment of the quality of customer interactions to ensure compliance with company standards, implementing quality improvement actions where necessary. Generate detailed daily, weekly, and monthly reports to track performance metrics, identify trends, and inform decision-making. Track customer volume data and business trends to assist in operational planning and resource allocation. Work closely with departments like IT, product teams, and customer service to ensure the knowledge base aligns with current products and policies. Provide training and constructive feedback to Customer Service and Telesales Representatives, helping them meet or exceed quality, sales, and service expectations. Participate in the rollout and integration of new tools and technologies within the contact center, ensuring smooth adoption and enhanced workflows. Handle sensitive customer and company information with the utmost discretion and ensure confidentiality at all times.

Minimum Qualifications and Knowledge:

Bachelor’s degree in related discipline; Master’s degree preferred. Minimum 2 – 4 years of experience in a customer service role with proven experience working with CRM systems.

Job Specific Skills:

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) Ability to navigate and utilize CRM features efficiently Ability to clearly communicate complex information to both technical and non-technical audiences Ability to analyze data and identify trends Excellent Telephone Skills Product Knowledge. Good communication and interpersonal skills Team player. Autonomous, self-starter with a passion for selling and supporting customer requests. Customer Client focus Excellent writing skills for reports and emails Attention to detail Active listening skills Results Driven and Target Oriented.