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  • Posted: Dec 4, 2014
    Deadline: Not specified
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    Interra Networks Ltd (Interra) - is a leading provider of Information & Communications Technology (ICT) solutions for the private and public sector. We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world - from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution.
    Read more about this company

     

    Call Centre Team Lead

    Major Duties and Responsibilities

     

    • Direct supervision of all call centre staff
    • Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
    • Handling of first level escalation.
    • Monitoring random calls to improve quality, minimize errors and track operative performance
    • Reviewing the performance of staff, identifying training needs and planning training sessions
    • Recording statistics, user rates and the performance levels of the centre and preparing reports
    • Handling the most complex customer complaints or enquiries
    • Organizing staffing, including shift patterns and the number of staff required to meet demand
    • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
    • Manage team by walking around. Be visible to answer questions.
    • Take calls that CCRs can't handle and be available when an agent appears to need assistance.
    • Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.
    • Motivate and encourage CCRs through positive communication and feedback
    • Carry out any other duties as required

    Person Specification

    • Highly self-motivated
    • High leadership and mentoring skills
    • Strong Communication (written and verbal) skills.
    • Excellent computer and typing skills
    • Should possess the skill to work both in team and also perform independently.
    • Persuasive and patient
    • Analytical
    • Disciplined

     

    Qualification Required

     

    • Minimum of Bachelors degree in any field
    • 2-5 years experience in related field

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    Call Centre Agent

    Major Duties and Responsibilities

    • Support and provide superior service via phones, e-mails and faxes as a receiver and caller
    • Use questioning and listening skills that support effective telephone communication.
    • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
    • Understand the impact of attitude in handling calls professionally
    • Effectively deal with job stress, angry callers, and upset customers
    • Use the most appropriate way to communicate with different behavior types on the telephone.
    • Apply the elements of building positive rapport with different types of customers over the phone.
    • Apply the proper telephone etiquette to satisfy various customer situations.
    • Apply appropriate actions to effectively control a telephone call.
    • Meets commitments to customers
    • Obtains client information by interviewing clients and verifying information.
    • Updates job knowledge by studying new product descriptions and participating in educational opportunities.
    • Answer inquiries by clarifying desired information; researching, locating, and providing information.
    • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
    • Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
    • Maintain CRM by entering information.
    • Keep equipment operational by following established procedures; reporting malfunctions.
    • Update job knowledge by participating in educational opportunities.
    • Display Time flexibility towards shifts as per work floor requirements
    • Other duties as assigned.

    Person Specification

    • Strong Verbal Communication skills
    • Strong Customer service Phone Skills
    • Listening
    • Data Entry Skills
    • People Skills
    • Attention to Detail
    • Professional
    • Ability to multitask

    Qualification Required

    • Minimum of Bachelors degree in any field
    • No experience required

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    Technical Support Officer

    Major Duties & Responsibility

    • Installation, integration, maintenance and management of networked systems for the transmission of data.
    • Identify and resolve server hardware issues.
    • Server support would be windows enterprise and other servers in the data centre.
    • Carry out regular checks on the status of servers (software and hardware)
    • Manage the data backup of servers
    • Efficiently analyzing and correcting hard ware and network issues.
    • Install new equipment and soft ware upgrades.
    • Responsible for the overall soft ware needs of the company (network and computer applications)
    • Start up all applications e.g.: Sugar, CRM, Sales force ETC.
    • Install soft ware, tests systems, implement and maintain system integrity.
    • Recommend and install fire walls and antivirus Software.
    • Handle escalation support from support team as assigned by support chief.

    Person Specification

    • Must be able to work flexible hours on-site and remote.
    • Ability to communicate with individuals at all levels in the Company and with various business contacts outside of the company in an articulate, professional manner
    • Strong interpersonal skills
    • Good analytical skills
    • Excellent critical thinking and problem solving skills
    • Ability to multitask

    Qualification Required

    • Minimum of Bachelors degree in related field
    • 1-3 years experience in related field

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    Office Manager

    Major Duties and Responsibilities:

    • Maintain the condition of the office and arranging for necessary repairs;
    • Provide document and telecommunication management.
    • Write reports for senior management
    • Deliver presentations about the work of the office to senior management
    • Involvement in management discussions on the organization’s policies and
    • strategic development
    • Develop and implement new administrative systems
    • Organize the office layout and maintain supplies of stationery and
    • equipment;
    • Continuously seek ways to improve service delivery by establishing
    • processes for all administrative tasks
    • Ensure that Interra Networks processes and procedures are best practice compliant
    • Manage and maintain all equipment, facilities, assets and ensuring a safe
    • and secure work environment
    • Manage all supplier relationships by constantly updating procedures for
    • improved and quality service delivery
    • Submit information for budget preparation
    • Ensure compliance with all regulatory authorities.
    • Provide secretarial support to management team

    Person Specification

    • Creativity & Innovativeness
    • Analytical
    • Research Savvy
    • Team Player
    • Proactive
    • Self-Starter
    • Highly self-motivated
    • Strong Communication (written and verbal) skills.
    • Should possess the skill to work both in team and also perform independently.
    • Persuasive, patient manner
    • Coaching and leadership skills
    • Disciplined

    Qualification Required

    • Minimum of Bachelors degree in Business Administration or related field
    • 3-5 years experience in related field

    go to method of application »

    Quality Assurance Officer

    Major Duties and Responsibilities:

    • Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring
    • Provide coaching, training and development to contact center agents
    • Educate agents, supervisors and managers on Quality Assurance process
    • Track and identify reoccurring problems and service opportunities
    • Analyze quality and performance trends to provide recommendations for improvement
    • Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
    • Submit monthly reports, general information, and recommendations to the general manager
    • Assist the general manager and executive management team in the formulation of policies and provide all facts needed for decision making
    • Manage, organize, and update relevant data using database applications
    • Communicate and provide accounts data as and when required
    • Arrange and participate in meetings, conferences, and project team activities
    • Perform any other duties when required

    Person Specification

    • Analytical
    • Research Savvy
    • Team Player
    • Proactive
    • Self-Starter
    • Highly self-motivated
    • Strong Communication (written and verbal) skills.
    • Should possess the skill to work both in team and also perform independently.
    • Persuasive, patient manner
    • Coaching and leadership skills
    • Disciplined

    Qualification Required

    • Minimum of Bachelors degree in related field
    • 3-5 years experience in related field

    Method of Application

    Interested and suitably qualified candidates should click here to apply online.

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