Responsible for maintaining various matrices defined by the client
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating team through effective management, career development & implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support. One on One Relationship Management
Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
Mentor and assist new hiresShould have patience and not be overawed by difficult situations
Handle customer complaints and provide resolution for escalated calls
Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
Requirements
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good interpersonal and people management skills with good problem solving approach
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal and external customers
College graduate with 4 - 6 years of total experience with minimum 2 years in leadership position
Ability to exercise managerial judgment and perform as a mentor
Demonstrated customer service skills
Leadership skills
Benefits
Performance Bonus
Telecommunication Allowance
Other Allowances
Hiring criteria
You should have or be completing the following to apply for this opportunity.
Entry pathway
Degree or Certificate
Minimum Level of Study
Bachelor or higher
Study Field
B
Accounting
Commerce
Finance
Actuarial Studies
Business
Business Administration
Event Management
International Business
Management
Office Studies
Economics
Human Resources
Hospitality Management
Retail & Merchandising
Tourism
C
Animation, Visual Effects & Post Production
Communication
Media Studies
Creative Arts (all other)
Fashion Design
Film & TV
Fine Arts
E
Aerospace Engineering
Air Traffic Control
Aircraft Maintenance Engineering
Aircraft Operation & Aviation
Automotive & Transport Engineering
Biomedical Engineering
Chemical Engineering
Civil Engineering & Construction
Communications Engineering
F
Baking and Pastry-making
Butchery
Cookery
Food & Hospitality (all other)
Food and Beverage Service
Food Hygiene
Beauty Therapy
Hairdressing
Personal Services (all other)
H
Anthropology
Geography
Archaeology
History
Classics
Criminology
Gender Studies
Indigenous Studies
International Development
Peace & Conflict
Refugees & Forced Migration
Humanities (all other)
I
Artificial Intelligence
Bioinformatics
Computer Graphics & Animation
Computer Science (all other)
Computer Systems and Networks
Cyber Security
Work rights
The opportunity is available to applicants in any of the following categories.