Role Purpose To supervise customer service executives in the provision of smooth and efficient customer service delivery to the satisfaction of subscribers and in accordance with company policies and procedures Key Responsibilities Core tasks & responsibilities Leader Conducting employee performance reviews in order to assess individual coaching/training needs Remain conversant with all customer service procedures and practices in order to train CSEs and help them resolve problems and complete work on time Manager To ensure compliance with: schedule, work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations Responsible for daily reporting on KPI and meeting targets Ensuring that all reporting and paperwork, including SOX documentation is complete and filed on a daily basis Coordinate with Customer Service Manager for appropriate staffing levels Ambassador Escalate overdue query responses to the Customer Service Manager on an hourly basis and intervening as necessary during shift to ensure high quality service delivery Ensure that customer service centers are well maintained with a clean and pleasant environment, as per Tigo brand guidelines Entrepreneur/Customer Service Supervisor Perform other tasks within the Company which may be allocated from time to time and is commensurate with the position Position Requirements Work & Educational background University degree, business/service oriented Bachelor degree, business/service oriented 2 years Operational experience in customer service or marketing |
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Tigo Jobs , Customer Service Walkin TL
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