The Responsibilities
Coordinate and supervise enquiries, service consultants and all Team Members in order to meet and exceed customer service expectations.
Ensure turnaround time, compliance with procedures, accurate documentations are adhered to.
In case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management.
Monitor and ensure all customer complaints are resolved within stipulated TATs according to customer care procedures / processes at first level and taking responsibilities for issues that requires second level resolution on the Customer Relationship Management (CRM) application.
Manage all complains and report from Team Members and report directly to Head Customer Care.
Escalate customer complaints to right department and escalation of issues beyond control with adequate follow ups.
Facilitate resolution of customer queries/complaints and comments received at the business unit/undertaking and implement measures aimed at guaranteeing optimal customer satisfaction.
The Technical Competencies Click HERE TO APPLY
