CustomerServiceSupervisor/DataAnalystwith4+yearsofexperienceincustomerservice, dataanalysis,andproblem solving.Proventrackrecordindeveloping,delivering,andmanaging customerservicestrategiesandinitiativestooptimizecustome…
CustomerServiceSupervisor/DataAnalystwith4+yearsofexperienceincustomerservice, dataanalysis,andproblem solving.Proventrackrecordindeveloping,delivering,andmanaging customerservicestrategiesandinitiativestooptimizecustomersatisfactionanddrivebusiness growth.Skilledinanalyzingcustomerdata,providingmeaningfulinsights,andcreatingdata- drivenstrategiestoimprovecustomerserviceoperations.Experiencedinleading,motivating, andcoachingcustomerserviceteamstoachieveorganizationalobjectives.
Access documents for change of name and address on accounts.
Train new hires.
Supervisor the running of the customer care unit.
Account maintenance.
Generating and analyzing billing reports, which may include financial summaries, revenue projections, and accounts receivable aging reports. These reports help organizations understand their financial health.
Meet daily target for calls/mail/chat.
First and second level resolution of complaints.
Perform call monitoring and escalate trending complaintstotheresponsible team.
Identify and resolve customer complaints using applicable software/payment channel.
Maintain all processes and quality of work within the department.
Practiced and enforced all security and safety procedures.
First and second level resolution of complaints from various channels; Calls, WhatsApp, Social media.
Sell products and place customer orders in the computer system.
Provide product and service information to customers.
Research, identify, and resolve customer complaints using applicable software.
Data collection.
Update customers’ loan reports.
Customer service.
Cash drive.
Marketing service to customers.
Onboarding/Documentation Officer.
Teach.
Counsel.
Industrial training.
Train and prepare call centre representatives to respond to customers’ questions and complaints and troubleshoot problems with services or products.
Analyse team and individual statistics and productivity.
Devise and implement an incentive program to improve metrics while maintaining quality.
Perform call monitoring and escalate trending complaints to the responsible team.
Handle difficult calls and act as an escalation point to ensure customers issues are dealt with in a timely manner.
Identify knowledge gaps using the quality assurance (call monitoring tool) and provide learning or coaching opportunities, and taking corrective action where necessary.
Conduct weekly team meetings on contact centre metrics, products, policy and guidelines.
Achieve 90% First timer resolution rate of customer’s complaint.
Prepare and analyse internal and external quality reports for management staff review.
Work with other supervisors, internal stakeholders and management team members to support agents and ensure customers expectations are met.
Create accounts and manage customer information.
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