1. To manage Customer Care Representatives and the daily call flow.
2. To administer call centre telephone systems (ACD/IVR/CTI/e.t.c), forecasting call volume and balance service levels and make dynamic changes as per work load demand and maintain customer database in all systems.
3. To manage Alcatel Omni PCX 4400 systems maintenance provider and provide common changes in the system functions when added.
4. Management and provisioning of performance reports and Call Centre statistics timely to the Management.
5. Ensure all inquiries and requests are attended quickly and accurately and that sales leads are forwarded.
6. Provide training on products, services, promotions and manage call centre operation data for staff forecasting.
7. To manage the interface with Dealer support and Customer Service Centre to resolve customer complaints and problems caused by incomplete information.
8. To implement, update policies and procedures in order to provide excellent services to customers.
9. Provide inputs to the Strategic Business Plan preparations process relating to Customer retention strategy.
10. Provide leadership to the workgroup by mentoring, coaching and providing technical expertise in relation to Customer Service issues.
11. Accountable for allocating tasks to the workgroup and monitoring the work performance and quality assurance.
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