Ecocash Holdings
Job Description
EcoCash Holdings is looking for a competent Customer Experience Supervisor to join its team. The main purpose of the role is to manage customer experience and loyalty programmes across all the service delivery channels for the business as well as provide back-office technical and system support.
Key Responsibilities
Monitors and allocates all open queries to Customer Experience team for resolution within agreed Turn Around Times.Monitors Customer Experience team to ensure the timeous follow up of all outstanding queries and ensures feedback is provided to the requester as well as the subscriber or agent.Documents and reviews processes and procedures intended to give priority service and support in back office and all customer touchpoints.Translates terms and conditions for all products and services in a language understood by the customer and ensure they are accessible to all service and call center staff in conjunction with all business units.Ensures the attainment of set Revenue and Sales Targets on all business units across EcoCash HoldingsGathers all products and service information necessary for the effective selling of all EcoCash Holdings products and servicesCoordinates the provision of necessary resources for Virtual Call Centre Independent Contractors to work smoothly. This is inclusive of work tools, Project files and any other necessary resources.Monitors, tracks and carries out regular customer experience, quality standard audits & customer surveys to measure CSRs adherence to agreed standards.Coordinates and oversees the documentation of all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Required skills
Interpersonal skills demonstrated by the ability to interact at all within and externally parties
2-4 years experience in a similar field or related environment
A Degree in Business Studies, Marketing or equivalent
A relevant vocational or professional qualification will be an added advantage
Closing Date: 29 April 2023