Description du poste
Purpose of the role
To facilitate customer care unit process & handle customer feedback, respond to complaints through use of customer care software, call the complainant to understand and gather further information regarding the feedback, trouble shoot problems, identify process gaps, resolve complaints and assess feedback on the same.
Profile – Roles and Responsibilities
Areas of Responsibility & brief description Responsibility Level
1. Review and access customer feedback through designed software Full
2. Research required information using available resources Full
3. Manage and resolve customer complaints Full
4. Provide customers with product and service information Full
5. Provide customers with complaints resolution Full
6. Quality check responses before being sent out Full
7. Identify and escalate priority issues Full
8. Tag, Categorize and Assign feedback to appropriate teams Full
9. Draft Response to customer feedback where required. Full
10. Judicious use of natural resources Full
11. Shall adhere to the environment health and safety policy/objectives and guidelines of the organization. Full
Indicative KRA’s/Budgetary and Revenue Responsibilities
1. Handle grievances, appreciation and suggestion and share them for further best practices
2. Ensure appropriateness, completeness and accuracy of response. Increases the probability of an effective solution to improve the customer experience and increased customer loyalty
3. Productivity - Targets met as prescribed in Team Objective Tracker.
4. Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors.
5. Late reporting /unauthorized absenteeism
6. Adherence to Complaint Response and Closure TAT - Targets met as prescribed in Service Excellence Performance Score card.
7. Completion of WB Projects
8. Attending training programmes. Ensure all trainings scheduled by HR are attended
9. Training: Internal Process Certifications (OCL’s) – Scores well on all OCL’s completed for self
10. Error Monitoring – To reduce the number of errors on a daily basis, maintains Error Log, as applicable.
11. Maintain compliance to the standard operating procedures, manuals etc. without deviation in process
12. Ensure appropriateness, completeness and accuracy of Plan of Actions.
13. Develop a regular means of communication (e.g., newsletter or blog) to communicate achievements (success stories), progress and plans for improved customer service.
14. Maintain organization’s customer-centric operating principles and values
15. Reduce repeat complaints and dissatisfaction
16. VOA - Targets met as prescribed in Team Objective Tracker.
Ensures adequate Surveys are completed ( minimum 5% of application counts) & Target VOA Target achieved, as per Team Objective Tracker
Profil du poste
Education area: Quality - Marketing- Sales
Experience in Customer Care Service is advantageous
Dossiers de candidature
Send CV+ salary expectation to expertiseci@gmail.com