| Industry: |
Telecommunication/ISP |
| Functional Area: |
Customer Services |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Customer Services |
| Job Location: |
Jehlum, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Master's Degree |
| Degree Title: |
Masters from a reputed institution |
| Career Level: |
Manager |
| Minimum Experience: |
2 Years (2 - 5 Years of working experience at frontline in a telecom company) |
| Apply By: |
Aug 19, 2012 |
| Job Posting Date: |
Aug 9, 2012 |
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| Job Description: |
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- Monitor & ensure that all CSC targets (Sales, Quality Service & KPIs) are achieved
- Ensure the smooth / effective customer handling by Customer Service Staff
- Floor Management (Smooth Customer Flow)
- To constantly look for innovative ways of improving the sales, customer service, staff performance and motivation
- CSC Profitability Manage operational cost and look into CSC profitability
- Responsible for achieving high customer satisfaction through high quality service delivery by staff
- Take accurate measures against feedback from customer service
- Ensure complaints are handled within the given time frame (All complaints logged with focus on FCR)
- Responsible for achieving high customer satisfaction through high quality service delivery by staff
- Take accurate measures against feedback from customer service (Use of queuematic reports to conduct analysis on customer activities and service provided by staff
- To ensure proper administration and discipline in Customer Service Centre
- Responsible for high motivational level of the staff within the subunit
- Conduct periodic meeting with team to provide performance feedback
- Develop a team work culture, aligned with the overall culture of the Customer Service and Organization.
- Complete understanding of Customer Service SOPs
- Ensure that staff is following & implementing SOPs to execute customer requests
- Focus on First Contact Resolution (FCR), Complaint Management (Every complaint to be logged in system)
- Documentation and end to end process completion (Correct & complete customer documentation as per SOP)
- Ensure full technical & system support to staff to increase work efficiency
- Conduct regular Financial Audits
- Implement proper check on inventory and stock movement (Issuance, & Sale)
- Zero month end closing with Finance
- Maintain proper documentation of financial activities (Stock, Petty/Floating Cash/Bank Deposit)
- Financial reconciliations
- Keep updated office stock, stationery, record of all Office inventory & Cash flow
Eligibility Criteria (Qualification, Experience & Skills):- Clear concepts of Sales & Services
- Managerial and Analytical skills
- Financial controls and Management
- Good Interpersonal & intra personal skills
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