Job Specifications
Duties and responsibilities will entail:
- Providing expert assistance and supervision to
customer care assistants, addressing inquiries, resolving issues, and
ensuring overall satisfaction.
- Leading and guiding a team of customer care
representatives, providing mentorship and support to enhance their
performance.
- Ensuring telephone serviceability of telephone
operations.
- Handling escalated customer concerns, finding
effective solutions, and ensuring a positive customer experience.
- Providing customers with comprehensive and
accurate information.
- Maintaining clear and concise communication with
customers, team members, and other functional areas to facilitate
efficient problem-solving.
- Monitoring and evaluating customer interactions
to maintain service standards and identify areas for improvement.
- Analysing customer data and feedback to identify
trends, patterns, and areas for improvement in customer service processes.
- Developing and implementing improvements to
customer service procedures to enhance efficiency and effectiveness.
- Implementing strategies to retain and build
long-term relationships with customers.
- Maintaining detailed records of customer
interactions and resolutions, contributing to a comprehensive knowledge
base.
- Staying updated on industry trends and adapt to
changes in customer needs, ensuring the team is equipped to provide
relevant support.
- Handling disputes or conflicts with customers
diplomatically, aiming for swift and fair resolutions.
Person
Specifications
For
appointment to this grade, an officer must have at least:
- Six (6) years’ cumulative relevant work
experience, three (3) of which should have been at the grade of Customer
Care Assistant II or in a comparable position.
- Diploma in any of the following: Customer Care,
Front Office Management, Public Relations, International Relations Public
Relations, Communication Studies or equivalent qualifications from a
recognized institution.
- Proficiency in computer applications.
How to
Apply
