Education and Experience Requirements

• First degree in any relevant discipline
  
• Fluent in English
  
• An MBA will be an added advantage
  

• Experience working in a medium organization.
  
• Experience in a customer-facing operations environment
  
• Experience in a supervisory role
  
• Experience in query resolution
  
• Experience in general ledger reconciliations
  

• Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers.
  
• Provide technical, procedural, and policy guidance to customer care representatives and other operational staff, and supervise all technical activities and administrative duties in the customer assistance centre.
  
• Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.
  
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
  
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
  
• Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives.
  
• Co-ordinate and monitor the activities of customer care representatives and facilitate prompt and complete dissemination of relevant information to team members.
  
• Assist in the design, review, and update of processes, policies, and procedures (PPP’s) in line with the organization's value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.