| Industry: |
Telecommunication/ISP |
| Functional Area: |
Quality Assurance (QA) |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Customer Services |
| Job Location: |
Islamabad, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Master's Degree |
| Degree Title: |
MBA or equivalent |
| Career Level: |
Experienced (Non-Manager) |
| Minimum Experience: |
3 Years (3 to 5 years (Atleast 3 years experience in similar role preferably in Telecom Industry)) |
| Apply By: |
Jul 1, 2012 |
| Job Posting Date: |
Jun 22, 2012 |
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| Job Description: |
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Job Responsibilities:- Responsible for updating the training manuals and developing new training materials as per the
- business requirements. Conduct periodic Training Need Assessments and provide feedback to
- the management.
- Responsible for regional trainings for the entire commercial division which includes all CS, S&D
- and Corporate sales channels for the new and current staff as per the need requirements. Visit
- and conduct Customer Services, product, process and system trainings at CSCs and Franchisee
- Outlets. Conduct training for any new offer/product being introduced in the market. Conduct
- refreshers as and when required to maintain and enhance quality standards.
- Responsible for measuring and maintaining competencies of Customer Services Staff as per the
- set standard. Ensure that quality standards are met at the Customer touch points.
- To keep staff updated with the products and operational processes develop/conduct monthly
- quiz. Pay mystery visits to Customer Service Center and Franchisee
- Keep close co-ordination with other departments for product updates and circulation of
- information to all Customer Service Center and Franchisee.
- Participate in all team meetings and team building/Motivational exercises. Contribute to
- manage team objectives through team work. Responsible for a hygienic & a clean overall work
- environment
Skills Required:- Pleasant and well groomed personality, analytical skills, people person, hands on with Microsoft Office Applications, ability to work independently as well as a part of a team, flexible to travel to different cities
- Clear & strong CS concept, understanding of Customer Service standards and techniques, ability to influence others, ability to give feedback in a constructive manner, good interpersonal & intra-personal skills, good writing & presentation skills, ability to work under pressure, ability to share vision with others
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