Ongoing Recruitment at Wakanow.Com - 4 Positions
Posted on: 12 September, 2014
Deadline: Not Specified
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Wakanow.com is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally.
Wakanow.com offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services from a broad selection of partners.
Quality Assurance And Revenue Specialist in Lagos, Abuja, Port Harcourt and Kano
- Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
- Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
- Produce daily/ weekly quality assessment report
- Capture performance management indices from Call Centre and other staff of the Company
- Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
- Organise Mystery shopping for Wakanow outlets and capture reports
- Identify training needs based on result of continuous quality monitoring
- Keep a library of Good, average and poor calls/ e-mails and live chats
Desired Skills and Experience
- Minimum of B.Sc. Degree
- 2-3 years relevant work experience as a Quality Assurance Specialist in the Telecommunications/Aviation industry
- Previous Customer Service experience
- Excellent Communications skills
- Strong sales and persuasive skills
- Proficient in Microsoft Office Suite
- Must be a go getter and ability to work with little or no supervision
Method of Application
Interested and suitably qualified candidates should click here to apply online.
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