Retail Customer Experience – Back Office Associate
Job Purpose:
To ensure the provision of
consistently high quality Customer experience through quality service
interactions by the Contact Centre team in compliance with overall Service
strategy and standards while ensuring full accessibility and availability of
the Centre to Customers.
Key responsibilities:
- Adherence
to Contact Centre Services in order to maintain high level performance of
the service and support teams.
- Maintain
desirable service levels for Contact Centre operations.
- Recording
of CRM interactions as well as handling escalations from the first level
and digital channels.
- Adherence
to best practice standards in achieving Customer experience metrics and
processes in comparison with best-in-class contact Centres.
- Develop
and review service improvement initiatives and processes for the Business
from Customer feedback owing to customer survey feedback.
- Compliance
to Contact Centre’s Business Processes and Procedures i.e. email handling
within target and TAT.
- Handling
of social media interactions e.g. Facebook, Twitter, WhatsApp. Web chats
and Instagram.
- Handling
of Bulk Communication e.g. SMS and Email.
- Perform
any other duties as may be assigned from time to time.
Key Performance Measures:
- Turnaround
time on client responses on mail and social media platforms.
- Age
of items in email backlog.
- Daily,
weekly, monthly, half year and annual targets.
- Non-compliant
instructions reaching the processing team.
- Turnaround
time on Service delivery and resolution of customer complaints.
- Turnaround
time on submission of monthly reports and sending of client communication
and statements.
- Client
Satisfaction Index and Net Promoter Score.
- Reduction
of customer complaints.
- As
described in your Personal Scorecard.
Knowledge, experience and qualifications required:
- University
degree in a social science or business related field.
- At
least 2-3 years’ experience in a call center.
Technical/ Functional competencies:
- Ability
to discreetly handle sensitive and confidential information.
- Strong
organizational skills; ability to prioritize work and meet deadlines.
- Strong
writing, analysis and presentation skills.
- Computer
literate (MS Word, PowerPoint and Excel expert).
- Records
management.
- Planning
and organizational skills.
How to Apply
CLICK HERE TO APPLY
Unposting
Date: 21-12-2022
