• Graduate & Experienced Jobs at Interra Networks Ltd (Interra)

  • Posted on: 4 December, 2014 Deadline: Not Specified
  • View Jobs in ICT / Telecommunication View All Jobs at Interra Networks
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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. We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.

    At Interra Networks our people are our greatest assets. We are growing and need people looking for a rewarding and challenging careers in various disciplines. If you have drive, intellect and a passion to exceed the norm, we want you!

    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

    go to method of application »

    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

    go to method of application »

    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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