Head Customer Care
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Job Location:
Monthly Salary:
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Implement effective customer care procedures policies and standards
Develop customer satisfaction goals and coordinate within the group to ensure the goals are met
Supervise and coordinate activities of Customer Care Specialists and Representatives
Manage the approved budget of the Customer Care group
Hire customer care staff
Ensure all Customer Care staff are exposed to adequate training to enhance the job performance
Ensure companywide compliance of Service Level Agreements (SLA)
Draft implement and execute policies and procedures to facilitate quality customer experience
Ensure first and second level issues are resolved in line with best practice
Identify and execute service improvement initiatives working with relevant stakeholders leveraging on technology
Deliver high level reports that provide customer insight and service improvement
Coordinate periodic Customer Satisfaction survey across Customer base and achieve 90% customer satisfaction rating
Regulatory reports and liaison
Bachelors degree in sciences
Minimum of 10 years work experience in a reputable customer focused organization
Minimum of 2 years as a Call center supervisor in call center or Friendship Center in a reputable customer focused organization
In-depth knowledge of Contact Center solutions e.g. CTI (Computer Telephony Integration) CRM IVR ACD and other related technology
Experience in coaching individuals or groups and execution of training based on training need analysis.
Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.
Excellent written verbal analytical and communication skills.
Demonstrated ability with the design and application of innovative ideas developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Ability to work in virtual team environment.
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
UP® otherwise known as Unified Payments or Unified Payment Services Limited is a group of companies with services including Financial Technology, Banking, Payment Scheme, Digital Commerce, Value Added Service, Payment Solutions, Software Solutions, etc. The UP® Group comprises (i) UP® ... View more
