Posted Jun 03, 2022 38 views
The incumbent would be directly reporting to Head of Service Quality. Key role would be planning, implementing, and monitoring service controls and provision of top-quality services via Inbound Customer Support agents & other staff members. Furthermore, the candidate has to offer solutions to educate callers and complainants regarding the technicalities of complex products and services in a simple and user-friendly communication. Majority of Pakistani population is unbanked and unapprised of the technicalities of financial applications, Manager complaints and CX shall devise a plan and monitor the customer support team to provide technical and financial solutions to the masses.
Key Responsibilities:
• Supervision, training, and monitoring of customer support agents as per SOPs. Instill EP Systems core values and principles in team.
• Review Sales and Customer Experience reports and responsible for subsequent team alignment/motivation for target achievement.
• Work closely with Management, Operations and Maintenance divisions and external parties for customer query resolution.
• Investigate and review service feedback, complaints, service delivery processes and standards.
• Responsible for achieving customer satisfaction in the dimensions of performance criteria and execution of service quality initiatives
• Identify service lapses and carry out recovery and precautionary measures.
• Present regular, accurate reports and trend analysis for senior management to review.
• Preparation of scripts and material relevant to products services and campaigns for assistance of customer support agents.
• Gather insights from the business through analyzing data and identifying trends to develop innovative solutions for best-in-class customer experience.
• Conduct service compliance and audits.
• End to end customer support and complaint management
• Develop key metrics and KPIs to measure overall customer experience and provide foundation for continuous improvement
• Maintenance of duty roaster, attendance, and performance.
• Any other task assigned by the senior management on ad-hoc basis
Skills:
• Excellent communication skills and proficient in English language
• Quality Systems Management
• Stakeholder & Conflict Management skills.
• Decision Making and Problem Solving.
• Growth-mindset, Attention to detail, Willingness to learn.
• QA Administration
• QA Engineering
• QA Audit
• Experience in BPO sector would be preferred
Job Details
Pakistan has witnessed a huge tide of digital transformation across all sectors in recent times and Information Technology took the fore-front in making it happen. Digitization and bringing convenience to the public through innovative technological solutions endorse the fact that Pakistan has a lot of potential which can catapult the economy to new heights. Systems Limited, being a pioneer in Pakistan’s IT industry since its inception in 1977, has progressed in bringing upfront technological solutions in almost every domain. Given the vast and diverse experience Systems Limited has, the evolving financial landscape in Pakistan, encouraged the company to identify the fin-tech domain as a grave opportunity for which they made a separate subsidiary by the name of E-Processing Systems Pvt. Ltd. E-Processing Systems was made with the sole purpose of bringing innovative financial technological products in the industry to increase digital footprint, mobilize mobile top-ups as a vehicle for financial inclusion aggregate financial services for the unbanked under a single umbrella and provide interoperability among disparate branchless banking services available to the mass market. OneLoad as a product of E-Processing Systems, was incepted in 2013 and officially launched in 2016 with similar goals. It is one of the most recognized ecommerce platforms for provision of digital services across the country as it allows the retailers to have a one-stop online solution and discourages them to maintain a large inventory of scratch cards. OneLoad is an online service aggregator application, which has crossed about 500,000+ downloads on Google Playstore, that enables users to easily buy prepaid vouchers for all mobile companies, pay utility bills and transfer balance to other OneLoad users.
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