Job Description
Job Specifications
Duties and responsibilities will entail:
- Providing expert assistance and supervision to customer care assistants, addressing inquiries, resolving issues, and ensuring overall satisfaction.
- Leading and guiding a team of customer care representatives, providing mentorship and support to enhance their performance.
- Ensuring telephone serviceability of telephone operations.
- Handling escalated customer concerns, finding effective solutions, and ensuring a positive customer experience.
- Providing customers with comprehensive and accurate information.
- Maintaining clear and concise communication with customers, team members, and other functional areas to facilitate efficient problem-solving.
- Monitoring and evaluating customer interactions to maintain service standards and identify areas for improvement.
- Analysing customer data and feedback to identify trends, patterns, and areas for improvement in customer service processes.
- Developing and implementing improvements to customer service procedures to enhance efficiency and effectiveness.
- Implementing strategies to retain and build long-term relationships with customers.
- Maintaining detailed records of customer interactions and resolutions, contributing to a comprehensive knowledge base.
- Staying updated on industry trends and adapt to changes in customer needs, ensuring the team is equipped to provide relevant support.
- Handling disputes or conflicts with customers diplomatically, aiming for swift and fair resolutions.
Person Specifications
For appointment to this grade, an officer must have at least:
- Six (6) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Customer Care Assistant II or in a comparable position.
- Diploma in any of the following: Customer Care, Front Office Management, Public Relations, International Relations Public Relations, Communication Studies or equivalent qualifications from a recognized institution.
- Proficiency in computer applications.
Competencies and Skills
- Communication skills
- Interpersonal skills
- Report writing skills
- Presentation skills
Requirements
Diploma
