Senior Officer - Customer Care

Deadline: 29/2/2024

Job Description:

Main Responsibilities and Duties :

  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed, attended to on time
  • Preparing reports and analyzing the performance of Customer care Officers to the management to evaluation the performance and reward for the high performing employees
  • Understand all organization’s products, services, procedures and new products that the company release to give guidelines and communicate same to all team members
  • Facilitate and organize training session for all agents.
  • Work as focal point between the customer care employees and other departments to ensure proper communication inside the Customer care Unit
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Evaluates performance  of the Customer Care team
  • Schedule and organize shift patterns for Call Center Agents
  • Conduct regular review of all call center agents performance and organize training sessions for under performers
  • Prepare and update the department FAQ Step to guiding representatives through tickets or issues, diffusing angry customers, or handling issues that cannot be fielded by representative

Education and Trainings/ Experience :

  • Bachelor’s degree in business management or relevant field is a must.
  • At least 3 years of experience as Customer Care leader


Skills and Competencies :

  • Proficient in MS Office
  • Strong communication skills
  • Autonomous, well organized, and results-oriented
  • Excellent communication and leadership skills.
  • Organizational and time-management skills
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