Customer Care and Support Centre Jobs at Swift Networks Limited

Main Responsibilities

• Keeping support unit in synch with company objectives
• Planning and managing the effective operations of the support center by administrating trained man power, administrative facilities, CRM utilities and customer focused solution
• Forecasting of support unit requirements in terms of inventory and human resource both in accordance with the present and projected workload
• Decision making in order to continuously improve performance of the support unit by identifying requirements and coordination with the relevant department/division to fulfill the said needs
• Keeping support unit staff motivation and commitment level high to keep them focused so that the state of the art service is delivered to the customers
• Ensuring and enforcing the first contact resolution to meet SLA targets of the support queue
• Responding to current international support center practices and adopting to keep up the latest effective solution
• Delegation and empowering teams responsible for escalations and closure of issues/complaints
• Ensure that Front Desk support staff log each customer visit in the CRM to analyze the reason of walk in and take action to reduce the customer walk in
• Ensure that Field Engineers have proper technical and interpersonal skills required to meet the job requirement
• Ensure that tickets to Support center are closed in the qualitative manner
• Ensure that visits are being carried out as per commitments/appointments with the customer
• Ensure availability of the efficient staff in the walk in centers and also availability over the weekends/public holidays
• Recommendation on the TNA of the staff and conducting trainings to improve the quality and service level of the division which impact the revenue
• Responsible for innovative ideas to reduce cost of the unit , improvement in the revenue from customers.
• Carry out other assigned duties by the immediate supervisor 

Main Responsibilities

• Provision of accurate services and information about product and services to the walk in customers
• Customer education on basic trouble shooting steps to create awareness of help yourself among customers in order to minimize walk in
• Suggesting and implementation of the innovative ideas to reduce customer walk in specially for technical complaints
• Taking immediate and all possible measures to resolve escalated customer complaints keeping company policies in view
• Ensuring that customers in walk in center are not queued up and dealt within targeted KPI
• Ensuring to achieve walk in center complaint management SLA by attending 80% of the walk within 10 minutes
• Execution of the team plans to achieve KPI of first contact resolution for both walk in customers and field visits
• Ensuring that every customer walk in is registered in the CRM for analysis and reporting
• Maintaining high standards of SLA by using customer relationship management utilities
• Timely reporting of sever issues to the reporting line
• Ensure that Sale Return ration is minimized by applying effective retention techniques as per company policy
• Ensure that field visits are carried out as per commitment with the customers. Any unavoidable challenges holding or delaying visit shall be timely informed to the customer
• Ensure that any abnormal findings on the networks/modem after field visits shall be shared with the management on weekly basis
• Ensure that the assigned tickets from CRM are qualitatively closed with proper comments and findings
• Ensure that inventory is managed properly and wisely considering the same as company’s property
• Carry  out other duties assigned by immediate supervisor

Main Responsibilities:

• Meeting quantitative and qualitative KPIs
• Communicating accurate and precise information of products and services, value added services, packages, and on going promotional activities to the caller/customer
• Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies
• Responsible for responding to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX, Wifi by using standard procedures
• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls
• Ensure full compliance of all related software applications and a strong handling power to assist customers
• Logging all queries properly and escalating possible complaints to the concerned teams using effective tools
• Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them
• Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis
• Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands
• Ensuring the retention measures according to the standards
• Carry out other tasks that may be assigned by the supervisor