QSSR-CSR-CUSTOMER SERVICE MANAGER in QSourcing Servtec Group Rwanda

Website QSourcing Servtec Group
This job listing is about QSourcing Servtec Group in Rwanda 2022 exclusively on jobizille.com
Job Title: Customer Service Manager
Reporting to: Head of Retail Operations
JOB PURPOSE – to manage Customer Service, including the customer service call center and directly at shops across the country; to maintain high levels of customer satisfaction, raising issues to senior management where they arise; and to coordinate the customer touchpoints
KEY ACCOUNTABILITIES:
- Assist in the implementation of a Customer Service Call Centre
- Manage daily operations at the Customer Service Call Centre; including supervisors and a team of call operators
- Coordinate the collection of data from the Call Centre, and provide reports to the Head of Retail Operations
- Monitor and improve customer service across the BBOXX Shop network
- Coordinate the implementation of Customer Satisfaction Surveys
- Work with the Head of Retail Operations to implement operational improvements at the Customer Service Call Centre
- Audit processes at the Customer Service Call Centre
- Train new Customer Service staff
Description Of Tasks
- Day-to-day management of the Call Centre Team
- Weekly preparation of shift rota
- Manage budget for Customer Service Call Centre
- Collect call volume data and produce reports for senior managers
- Raise recurring customer issues with senior managers
- Carry out process audits for all aftersales processes to be managed at the Call Centre
- Meet targets for the reduction of late payers through call center processes
- Meet targets for call volumes and response to mass SMS systems
- Perform quality assurance on out-going calls and shop interactions
- When required, assist in the recruitment and training of new staff
Knowledge & General Skill Requirements Of The Role
- Degree holder in Social Works and Social Administration, Business Administration, or a related field, with at least 3 years experience in a Customer Service / Call Centre based role, including people management.
- Desired skills include:
- Excellent communication
- Strong motivational skills
- Good at planning and organization
- Polite, tactful, and friendly attitude
- Ability to multitask
- Excellent problem-solving skills
- Ability to show understanding of customer needs
Powered by JazzHR
R68amwe60T
Company: QSourcing Servtec Group
Vacancy Type: Full Time
Job Location: Rwanda
Application Deadline: N/A
jobizille.com