• Customer Care Jobs at Lorache Consulting

  • Posted on: 13 September, 2016 Deadline: 15 September, 2016
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  • Lorache Consulting - Our client, is currently seeking to employ suitably qualified candidate to fill the position of Call Agent Supervisor.

    Call Agent Supervisor

     

    Function/Domain: Call Service/ Customer Relations
    Reporting To: HOD Customer Service

    Job Roles

    • To monitor transaction quality of CSD,(Outbound/Inbound/Backend/Frontend)agents.
    • To monitor performance report of teams.
    • Audit processes for identifying process gap and provide input for process efficiency.
    • Conduct root cause and training needs analysis for various process.
    • Responsible for team motivation and create team synergy for enhanced KPI performance.
    • Maintain records of QA reports history of official of officials and share them with supervisors /HOD.
    • Prepare monthly performance for management review and action.

    Essential Attribution:

    • Customer focus, Result Oriented, Leadership quality, Energetic and Assertive, Knowledge of AVAYA and recording structure, Proficient with Excel, Word, PowerPoint and Team player.

    Desired Attributes: Relevant Industry Experience, should have planning and organizing skills. Good interpersonal skills

    Requirements

    • Qualification: Graduate / Post graduate.
    • Desired Experience: 3/5 Years

    go to method of application »

    Customer Interaction Supervisor

     

    Basic Function

    • Organizes and directs the day-to-day activities related to the operation of the Call Center.
    • Responsible for managing, training & guiding call center agents in performing their duties.
    • Provides support, reports & resolves problems and complaints.
    • Monitors agents & contact center performance, and analyzes reports.
    • Helps developing schedules to ensure adequate staffing levels.
    • Supervises, plans and manages functions related to Call Center work area.
    • Oversees and directs the day-to-day activities of telephone operators and call center agents.
    • Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
    • Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
    • Attends, follows up & resolves customer complaints.
    • Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
    • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

    Work Contact:

    • Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information.

    Minimum Requirements

    • Bachelor's degree in Business Administration or related field.
    • Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
    • Excellent communication, leadership and interpersonal skills.
    • Excellent command of English and other language.
    • Good knowledge of commonly used word processing, spreadsheet, and database software packages.

    go to method of application »

    Graduate Call Agent (Outbound & Inbound)

     

    Reporting to: Supervisor (Call Center)

    Job Roles

    • Handle customers complaint, request and queries via inbound calls.
    • Will be responsible for calling customers who are overdue on payments on their accounts.
    • Make calls to customers who have previously indicated a need for help with technical problems.
    • Prepare daily activities report and share with TL/ Supervisor and HOD.
    • Ensure relevant communication, data and record are updated and recorded accordingly.
    • Identify and escalate situation requiring urgent attention to appropriate department.
    • Build customer interest in product and services for all queries being attended to.
    • Ensure that calls are answered within defined threshold of 20seconds.

    Function/Domain:

    • Customer Service/ Customer interaction group.

    Requirements
    Essential Attribute:

    • Computer Knowledge, Internet and Tech Savvy, Customer queries resolving skills, Sales Acumen, Customer focus, Excel Knowledge is a must, Languages (Hausa, Igbo, Yoruba and English)

    Desired Attribute:

    • Relevant industry experience Preferred.

    Qualification and Desired Experience:

    • Candidate should possess Graduate / Post Graduate qualification.
    • Must have  1-3 Years

    Method of Application

    Interested and qualified candidates should send their application letters and CV's to jobs@lorachegroup.com

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