Description
Job Description
Ensure that set standards on call and email handling are met and are handled with excellence.
Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring.
Daily monitoring and evaluation of agents’ activities on all Contact Center channels (Emails, Telephone, Live chat etc.)
Deliver a consistent approach to standardizing customer interactions.
Train/coach agents to develop and imbibe excellent call handling skills.
Develop standard scripts for calls.
Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.
Requirements
First Degree in any discipline
A Master’s Degree or other professional qualification will be an added advantage
1-3 years cognate experience
Knowledge of call center structures, policies, and procedures.
Knowledge of customer service and service level monitoring.
Knowledge of all Company’s full range of products.
Knowledge of regulations governing the management of products and services.
Knowledge of what constitutes effective service delivery.
go to method of application »
Job Brief
Tizeti is looking for an experienced Customer Service Manager who will drive excellence in customer service and promote this idea through the organization. Manage customer service agents and monitoring their performance. The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customers expectation.
Responsibilities
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and ensure problems are followed through to resolution
Set clear goals and deploy strategies (procedures, policies and standards) that will be drive departments focus toward Tizeti’s mission
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s development and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets in terms of retention numbers, average handling time, average wait times etc.
Adhered to and manage the approved budget
Maintain an orderly work flow and team schedule
Anticipate and resolve customer service issues
Plans, monitors, appraises and review job contributions of team members.
Requirements
B.Sc./BA (2.1) in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.
A minimum of 5years proven work experience as a customer service manager, retail manager
Strong client facing and communications skills
Excellent knowledge of management methods and technique
Proficiency in English. Another language will be an added advantage.
Excellent in written and verbal communication skills
Ability to think strategically and to lead
Advanced troubleshooting, multi-tasking skills
Highly self-motivated
Customer focused for positive customer experience and resolution
go to method of application »
Requirements
B.Sc and HND in Accounting or similar field
Professional certification in ACCA or ICAN will be added advantage
Must be proficient in the use of Microsoft Office and relevant accounting software
Self-driven individual with ability to work with minimum supervision
Good communication skills, both verbal and written
Deep knowledge of best practices in financial management
Ability to maintain the highest standards of ethics, confidentiality and professionalism
Strong time-management and organization skills
Ability to multi-task and work under pressuren
Attention to detail with a high level of accuracy
Analytical and problem solving skills
go to method of application »
Requirements
Degree in Computer Science.
Proficiency with fundamental front end languages such as HTML, CSS and JavaScript.
Experience with JavaScript framework Reactjs (Must)
Backend development with Php and NodeJS
Familiarity with database technology such as MySQL, MongoDB.
Excellent verbal communication skills
Good problem solving skills.
go to method of application »
Job Description
Responsible for installation and configuration of retailer’s access points (AP) devices at retailer’s locations.
Provide post-installation education to retailer on simple troubleshooting
Diagnosing and resolving technical hardware and software issues involving installations and internet connectivity.
The issues might include Bad LAN connection, radio or router connectivity issues, etc.
Ensure good retailer/customer relationship is maintained.
Requirements
BTech / B.Sc / HND in Engineering Computer Science, Information Technology or any related discipline (2.1 or upper credit)
Sound knowledge of networking (CCNA is an added advantage)
Good analytical and problem solving skills
Multi -Tasking capabilities
Diagnose and resolve technical hardware and software issues involving internet connectivity, inverter/battery issues etc.
Elementary electrical connections knowledge will be an added advantage
Must be willing to work under stress with little or no supervision.
go to method of application »
Job Description
Responsible for installation and configuration of retailer’s access points (AP) devices at retailer’s locations.
Provide post-installation education to retailer on simple troubleshooting
Diagnosing and resolving technical hardware and software issues involving installations and internet connectivity.
The issues might include Bad LAN connection, radio or router connectivity issues, etc.
Ensure good retailer/customer relationship is maintained.
Requirements
BTech / B.Sc / HND in Engineering Computer Science, Information Technology or any related discipline (2.1 or upper credit)
Sound knowledge of networking (CCNA is an added advantage)
Good analytical and problem solving skills
Multi -Tasking capabilities
Diagnose and resolve technical hardware and software issues involving internet connectivity, inverter/battery issues etc.
Elementary electrical connections knowledge will be an added advantage
Must be willing to work under stress with little or no supervision.
go to method of application »
Job Description - Network Operations Engineer Key Deliverables
The Network Operation Centre (NOC) is responsible for ensuring the maximum possible service availability and performance of base stations and internal network Sitting within the NOC, the network team are responsible for managing and Interact frequently with Technical Support, Managed Support, Service Provisioning and Sales teams and communicate ideas and information to people from a non-technical background.
We also work very closely with the Design and Engineering teams and as such need to have a good all-round understanding of networks and systems.
Importantly, Develop a solid understanding of products and processes, join our call-out rota providing 24x7 support as well as covering both planned and unplanned out of hours work as required.
Key Responsibilities
Ensure stable and reliable network services (e.g. access points, service networks and core network).
Day-to-day network performance monitoring.
Network troubleshooting and fault analysis; hardware troubleshooting and repair.
Resolution of trouble tickets and response; carrier interface and escalations.
Deployment and maintenance of network monitoring, analysis and reporting tools.
Application of configuration changes via our change control systems and processes.
Installation of network hardware and software.
Participate in a 24x7 call-out rota.
Monitor base station access points and routers
Build base stations
Liaise with support/customer service teams with regards to customer complaints and resolution
Carry out preventive maintenance to ensure uptime is maintained and corrective maintenance in event of network downtime
Perform network equipment upgrade, installation and configuration
Provide active network surveillance, maintenance and fault management to ensure optimum uptime, network stability and security
Create and follow up on trouble tickets about network issues until resolution
Collate technical documentation and reports on network changes, events and configurations
Ensure that the base stations have 99% uptime by Target SLAS.
Qualifications
University degree or HND in Engineering, computer science, information technology, or any other related discipline
An added advantage to have certifications, such as Networking, Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA)
Related search
