Position: Customer Service Team Leader
Nature of Job: Full
time
Location: Nairobi
Salary: 50K
Duties and Responsibilities:- Monitor Product Support Agents calls and
review emails for accuracy of information and call handling standards.
- Ensure that Product Support Agents are
delivering a high level of customer service.
- Verify that agents are providing accurate
solutions to customers.
- Record evaluations utilizing departmental
quality monitoring forms.
- Deliver coaching feedback to agents on call
and email performance.
- Provide Supervisors and the Manager with
regular performance feedback on the agents.
- Assist with quarterly CSAT program by working
with the Salesforce administrators on the delivery of the surveys and
evaluating customer feedback received from the surveys.
- Prepares and analyzes quality reports for
Management review.
- Participates in the design of quality
monitoring forms and quality standards.
Skills and Competencies:
Personality:
Personality:
- Integrity and diligence
Professional Capability:
- Having a high level of initiative and drive
- Having strong sense of responsibility and
commitment to one’s duties
- Able to follow given instructions
- Time management skills
Work Related Capability:
- Prior supervisory or leadership experience
preferred.
- Proven ability to achieve and maintain
departmental quality standards.
- Professional demeanor, dependable, and able to
maintain confidential information.
- Strong written communication skills.
- Excellent grammar, spelling, and sentence
construction.
- Exceptional listening and analytical skills
- Strong knowledge of customer care processes
and techniques.
- Must exhibit excellent leadership,
communication, and interpersonal skills.
- Must have familiarity with Internet software
and Windows operating systems.
- Demonstrated ability to rapidly gain product
knowledge and effectively communicate it to agents.
- Proficient in Word, Excel and PowerPoint for
presentations and reports required.
- Demonstrated ability to train and develop new
and existing support agents.
- Flexible, detailed, and able to successfully
adapt to change.
- Ability to work independently.
- Excellent attention to detail.
- Experience with RealPage products or with call
center quality assurance practices preferred
- Ability to work extended hours as needed
Education / Experience:
- Bachelor's degree or equivalent with
experience in related industry.
- Minimum 2 years of experience performing
Quality Assurance OR as a Team Leader in a call center environment is
preferred.
- Experience in developing and implementing QA
programs highly preferred.
Note: Qualified candidates should send their application
letters and CV’s quoting relevant skills and experience to
info@royalagencies.co.ke
Only shortlisted candidates will be contacted.
Only shortlisted candidates will be contacted.
