Description
Description
Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development
Report on competitor activities regarding retail sales and services within the regions
Maintain brand alignment in rendering sales and services in service centre environment
Manage support services in assigned to the service environment – e.g. security guards, cleaners etc
Assist the Customer Care Manager in the implementation of service initiatives
Plan and Execute Team Building Activity
Oversee technical activities and associated administrative duties in the Service Centre
Supervise account setup and data entry vigilantly for customers
Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information.
Manage customer retention/ loyalty through various initiatives e.g., in-store promos, etc.
Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
Provide technical, procedural and policy guidance to customer care representatives and other operational staff and supervise all technical activities and administrative duties in the customer assistance centre.
Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives.
Co-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.
Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.
Education:
First degree in any relevant discipline
An MBA will be an added advantage
Fluent in English
Experience:
3 - 7 years’ experience including:
Experience working in a medium-sized organization
Experience in a customer facing operations environment
Experience in a supervisory role
Experience in query resolution
Experience in general ledger reconciliations
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